Assoc RTRT Service Lvl Mgmt

This position will coordinate Service Level Management for the Cardmember Service and Banking division. Ensuring we deliver a good customer experience for the three million cardmemebers that our CSB agents handle monthly. These responsibilities are inclusive of all contact types within the Cardmember Service and Banking division. This position has a weekend and a holiday rotation. This position also requires you to carry a pager and be on call sporadically.
REQUIREMENTS
REQUIRED SKILLS:
Bachelor's degree or equivalent employment experience.DESIRED SKILLS:
1. Achieve enterprise service level objectives for all call types.
Oversee all operational aspects of contact center performance through real-time monitoring of service levels, call routing, and staffing.
Develop and employ policies and procedures to achieve SL requirements. ( EDOC, NON-Phone Time, Training, Discretionary staff )
2. Emergent Issue/Ticket Resolution – Enterprise-Wide.
Responsible for complete resolution lifecycle in all areas of real-time accountability.
Act as liaison for CSB on Rapid Response Team calls with our Business Technology partners.
Make staffing and routing decisions to support enterprise service level goals during these emergent issues.
Delivered accurate and timely updates to the contact centers and CSB management personnel.
Documented all areas pre and post emergent issues, including resolution path.
3. Enterprise Staffing Readiness and Planning.
Support via observation and offer recommendations on ways to balance appropriate ASA, AHT and Sevice Levels.
Support centers in filling allocated staffing requirements; consider continuous improvement recommendations.4. Perform service condition analysis, evaluating and interpreting service level results, refine existing methods and techniques in order to reach appropriate business conclusions.
Some of the system accesses that will be used for real time service condition analysis are:
IEX, Witness, Voice Watch, Service Center, Avaya CMS Supervisor.