Dtcc Work Values

Daily Duties at Dtcc:

• Managed an offshore team of approximately 25 agents plus their leadership team • Facilitated call center outsourcing while training new agents and new leadership on the processes and procedures of our company. • New responsibilities included managing new projects that were being tested and pushed to production • Worked directly with development teams to ensure a complete understanding of the new product • Managed multiple ongoing products while keeping track of the development stages of each and tracking progress with all involved teams • Ensured thorough communication on all projects to all groups that had a stake in the project. • Monitored all offshore staff for quality calls and tickets • Ensured that security related calls and issues were monitored to protect company and client data • Provide World Class customer support to Internal and External customers. Provide technical support on a wide range of products for National and International customers. Products include but are not limited to: Microsoft Office Suite of products, PC Hardware/Software, numerous web applications which requires a working knowledge of how each product is managed. • Consistently ensure that as each new product is released that I am self-motivated to learn the new product in order to be able to manage and troubleshoot the product successfully. • Supervise a team of 5-8 diverse individuals in a Call Center environment. These individuals include current DTCC personnel as well as consultants working at DTCC for the CSC. • Coach for quality on Calls and Tickets both for internal and external customers. • Create monthly statistics to provide to CSC Agents to ensure that they have benchmarks in order to maintain a high level of customer service. • Monitor Calls with Click-2-Coach, providing agents feedback on their calls on a weekly basis. This also provides me the opportunity to find areas of improvement that the agents are coached on in order to maintain World Class Levels of customer service. • Supervise projects delegated to team members. • Respond to E-Surveys, speaking to customers to ensure that quality and World Class Customer service is essential at DTCC. • Remote Manage individuals that are working from remote locations to ensure Business Continuity, ensuring that Call Quality, Ticket Quality and agent stats are maintained at a World Class Level • Manage employees from other locations in the absence of local management ensuring that Call Quality, Ticket Quality and agent stats are maintained at a World Class Level. • Provide yearly reviews to agents that coincide with Monthly Stats and weekly Call reviews in order to provide the agents with their improvements throughout the year and provide them with an improvement plan for those areas that require the agent reach a higher level of quality in order to maintain excellent customer service. • Train new hires coming in to the CSC on Processes and Procedures, providing them the technical skills in order to be a quality CSC agent • Train new and existing agents on incoming products so that they have the ability to service customers on these products as well as troubleshoot issues successfully and escalate problems accordingly. • Responsible for taking the lead on escalated issues and ensuring that the correct personnel is involved in the troubleshooting and resolution of any production outages. • Responsible for taking escalated calls from customers who have requested to speak to management and ensuring that their issue(s) are properly escalated and resolved. • Monitor Daily Apropos reports to ensure that agents are maintaining the required statistics to ensure that their Customer Service levels are World Class.

What they like about Dtcc:

Working in an organization that is technologically advanced, creative, and innovative is critical in your assessment of hiring companies. Less important to you are stability of the organization, the length of time an organization has been in business, and the business' plans for the future. You prefer a fast-moving company that will take risks to achieve its goals and objectives. The length of time the company has been in business is irrelevant. Maintaining status quo is unnecessary. You thrive on change, uncertainty and the upside of potential business risks, especially those associated with innovation. Stability for the long haul is not nearly as important as is working in an atmosphere that is charged with a sense of urgency and constant change.

Tags

Leadership, Troubleshooting, Coaching, Customer Service, Technical Support, Windows, Mac, Application Troubleshooting, Customer Support

Skills

Leadcership, Technical Support, Software Troubleshooting, Hardware Troubleshooting, Management, Customer Service, Coaching, Training, Project Management, User Relations, Vendor Relations, Quality Assurance, PC Hardware, Mac Hardware, PC Software, Mac Software, Internet Browser Troubleshooting, Application Troubleshooting, Troubleshooting

These are some of the questions we asked our climbers about their experiences with Dtcc: