Digital Brand Services Operations Coordinator
4 weeks ago
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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