Jael I.

~Complete understanding of client service level agreements and the ability to recognize the importance of, and take action on, priority incidents. ~Accountable for ensuring performance standards and client service agreements are met. ~Perform the role on an as needed basis of a Service Analyst or Specialist to ensure customer/end user satisfaction and adherence to contractual obligations. ~Acts as the first point of contact for escalated issues from team members on shift, identify root causes and assist employees through to resolution ~Responsible for providing high quality and efficient customer service through daily supervision of Service Analyst and Service Specialist job performance to include coaching, problem-solving, workload management, and oversight. ~Help drive performance, efficiency, and quality of work by providing guidance, instruction, direction, and leadership. ~Responsible for the day to day application of organizational policies and procedures. From time to time, attend and participate in any leadership meetings that may occur outside of normal working hours. ~Demonstrate leadership qualities by effectively communicating job expectations, monitoring performance, motivating team members, and performing any coaching, training, or clarifications. ~Monitor and ensure all quality issues, customer complaints, and training items are acknowledged and understood by group.