Command Center Analyst

DXC    Connecticut
Job Description
Job Description:

Summary

Coordinates the implementation of moderately complex workflow management processes for transitioning accounts. Provides related process and tool training to employees new to their roles. Participates in specifying, reviewing, testing and deploying changes to procedures and tools used in workflow management.

Professional Work Experience

  • Drive complicated system related issues to resolution across multiple lines of service with little or no supervision
  • Summarizes key elements of technical problems and assigns cases to support teams as necessary
  • Work with highly technical staff supporting Windows, Linux, Unix and SQL production servers and network devices
  • Ensure a consistent method of incident management is followed, including classification, escalation and communication
  • Respond to server and network support issues affecting the client, and ensuring that they are resolved to the customer’s satisfaction in a timely manner and accordingly to SLA
  • Communicate with Helpdesk and affected users to make them aware of the issue and to provide any needed assistance and report any situational changes to the business
  • Maintains consistency through process, procedures, change control and workflow management process to ensure service excellence
  • Initiate and drive process changes designed to improve efficiency and customer satisfaction
  • Recognize and react to system performance issues that impact on-line users, applications or batch processing
  • Proactively identify business impacting and high priority issues
  • Knowledge on ITIL process for change, incident and problem management
  • Work with Problem Coordinators to resolve issues, identify process improvements and training opportunities
  • Monitor automated scheduling package and follow established escalation procedures reporting any delays or problem to the autosys scheduler support team.
  • Partner with other technical teams and collaborate for end-to-end monitoring
  • Familiar with Contact Center workforce management tools and theories
  • Knowledge of call center metrics and monitoring of critical business operations and performance indicators such as call volumes, average handle times, queue time, call center agent availability, call center service level adherence

Skills

  • Good Communication (Oral & Written) skills
  • Ability of quickly analyzes and diagnoses the problem
  • Service oriented and delivery focused
  • Strong interpersonal skills, ability to multitask while working under pressure
  • Strong customer service and handling skills
  • Ability to identify operational issues and track and monitor their resolution

Tue, 12 Nov 2019 11:12:27 GMT

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