IT Service Desk Quality Coach
- Military veterans preferred
2020-03-16 SAIC (www.saic.com)
Augusta Georgia United States
We are currently seeking a motivated, career and customer oriented IT Service Desk Quality Coach to join our team to begin an exciting and challenging career with . Duties: • Deliver consistent call and ticket coaching feedback via established feedback templates. • Ensure that all agents on the team are coached per the frequency guidelines established in conjunction with the operational account team. • Ensure effective feedback to all agents in a timely manner via reports send to the agents as well as reporting provided to the Service Managers and Team Managers. • Conduct audits to identify training needs and bring them to the operational management's notice. • Delivery regular quality reporting in regards to trending and agent performance to the operational support team. • Schedule and manage call calibration calls with local operations management at least monthly to ensure that all have consistent expectations. • Respond to agent and management feedback in a timely manner. Understand the Client Knowledge-base and submit any required knowledge gap entries encountered in the process of call coaching. • Work closely with operational management to ensure that agents are responding to coaching feedback in a timely manner in accordance with Vegas guidelines.
Must be US Citizen and possess ability to obtain Federal Government Public Trust Clearance! • BS degree and 5 years of call center experience or equivalent. • Technical call center work and specifically IT/ ITES environment preferred. • Excellent analytical and communication skills with an ability to express complex thoughts/ ideas effectively in individual or group situations. • A keen eye for attention to detail, customer service, and process Strong interpersonal, Relationship Management skills and team player. • Familiar with Operating Systems/Networking and other major technologies supported at Service Desk/Contact Center. Strong understanding of ITIL framework. • HDI-SCD or HDI-SCM is desired • PMP certification is desired • Security+ certification is desired