Operations Center Rep - Open Escalations and Site Support

Bank of America | Multiple Locations, XX

08/05/2022

Will be responsible for responsible for escalation support for all Global Service Desk Regions; Issue Escalation and Triage, and for helping drive ESS consistency across 460+ GSD Analysts. Serves as the focal point for managing and coordinating a response to major incidents, which impact the GSD. They will work closely with senior leadership to respond and drive outcomes, understand and improve processes, and ensure the overall flow of the service desk outage management process. This individual will also partner with Service Desk Leadership on both escalations & support and oversee and contribute to performance improvement activities.

Outages:

o Oversee and Govern the outage mgt. process flow for the Service Desk, introducing improvements to the process and reducing unnecessary friction.

o Responsible for driving efficient response to reduce SL degradation.

o Will work closely with all Service Desk Site Leaders / Team Managers / ESS's / Operations Center to drive process adoption/consistency/accountability.

o Will join a portion of Outage Mgt. bridges representing the Service Desk and establish a Service Desk Management rotation for the process activities.

o Will partner with Ops Center to ensure accuracy of impact and scope of outage.

o Will be responsible for executive outage updates to ETS Senior leaders.

Escalation Support:

o Assist/govern the Service Desk escalation management process.

o Review/refine/take ownership of both response & tracking of escalations globally.

o Drive outcomes that will benefit the global team through data & analytics captured from this process.

Site/Leader Support:

o Partner with ESS 'Expert Support Specialists' globally to help drive consistency across the team members.

o Indirectly support the Site leaders with weekly tasks / improvement efforts that improve the overall service/analyst.

o Work closely with ETS Employee Care representative.

o Align responsibilities/actions to drive positive impact/output for both performance management and stability of Operations activities.

Required Skills
• Strong leadership to drive outcomes for the Organization.
• At min. 3-5 Call Center experience
• Strong organizational skills and ability to present in a large forum/audience.
• Works well under significant pressure and urgency, representing the business.
• Track record of indirectly/directly managing individuals to drive outcome.
• Tracking record of owning/delivering high visibility activities.
• Effective executive level verbal/written communication.
• You have great analytical skills - systematic, persistent, patient and methodical.
• You have contagious enthusiasm fueled by a dream to be best in class.
• You are client focused and a real passion for driving groundbreaking change.
• You have strong interpersonal skills with the ability to manage both up and down the organization
• Experience with ITIL processes and procedures.
• Fully committed to Operational Excellence.
• Incident management experience (Remedy or other) and working knowledge of technical processes.
• Exposure to problem management processes.
• Ability to effectively prioritize job responsibilities
• Ability to work independently as well as function as a team player
• Ability to identify methods to continually automate and streamline processes
• Excellent Excel proficiency
• PowerPoint experience
• SharePoint Administrator experience
• Ability to compile, analyze, interpret, and present complex data
• Flexible, adaptable and able to respond to fluid situations that may require special handling
• Ability to handle sensitive and confidential matters in a manner that retains a relationship of trust
• Flexibility with work schedule
• You have contagious enthusiasm fueled by a dream to be best in class.
• You are client focused and a real passion for driving groundbreaking change.
• You have strong interpersonal skills with the ability to manage both up and down the organization

Desired Skills
• Previous Global Service Desk contact center experience

Job Band:
H5

Shift:
1st shift (United States of America)

Hours Per Week:
40

Weekly Schedule:

Referral Bonus Amount:
0

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August 14, 2022