Digital Brand Services Operations Coordinator

4 weeks ago


Wilmington, Delaware, United States CSC Full time
Job Summary:

As a Client Service Team Lead - Digital Brand Services, you will play a key role in delivering the CSC Promise to our customers. This is a great opportunity for individuals who are passionate about streamlining workflow processes, driving projects to completion, and delivering high-quality experiences for our clients.

Key Responsibilities:
  • Drive teammates to meet goals and deadlines, while monitoring and reporting progress results to the team daily
  • Actively monitor client phone and chat queues daily, alerting team to coverage shortages
  • Report any issues with phone and chat coverage or service-levels to service leaders and technical teams, as required
  • Coordinate and assist with projects received from internal teams (registry launches, vendor consolidations, etc.)
  • Actively participate in the DBS Service Excellence (SET) and Change Coach Teams, as the service liaison, to drive process improvements
  • Provide feedback regarding system and procedural issues that need to be reviewed or improved, as well as suggestions to help refine processes, templates, etc.
  • Partner with Service Quality to maintain metrics data that will inform the individual and team results
  • Partner with the Market Leaders to recommend training needs and identify training gaps and plans
  • Strong proficiency in Microsoft Office, including demonstrated advanced Excel skills (pivot tables, complex formulas, etc.)
  • Proven ability to organize and manage a project independently, driving it forward to completion

Requirements:
  • Strong communication and leadership skills
  • Ability to work in a fast-paced environment
  • Proven problem-solving skills
  • Ability to prioritize tasks and manage multiple projects
  • Strong analytical skills
  • Ability to work independently and as part of a team

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