IT Service Desk Quality Coach - Military veterans preferred

2020-03-16
SAIC (www.saic.com)
Other

/yr

  full-time   employee


Augusta
Georgia
United States

Description

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.

Qualifications

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