Denali Advanced Intetration Work Values

Daily Duties at Denali Advanced Intetration:

Responsibilities: • Reorganize the help desk into a world class Service Desk supporting client’s desktops, peripherals, line of business applications and mobile devices. • Meet and exceed quality and customer satisfaction goals to ensure customer retention and uphold the company brand • Develop and implement customer service policies and procedures • Define and communicate customer service standards • Establish solid customer relationships that lead to repeat business • Lead contract negotiations to positive outcomes • Minimize call escalations through effective coaching and support • Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job • Creates and continuously improves contact center related metrics • Create and foster a positive, successful, and professional work environment where employees choose to work and achieve their goals • Build solid productive relationships with all levels of leadership and support team • Liaise with company management to support and implement growth strategies • Facilitate effective and supportive team relationships • Monitor accuracy of reporting and data base information • Ensure budget requirements are met • Oversee the hiring and training of personnel in proper work methods, quality standards and customer relations. • Evaluate performance of staff • Identify and address staff training and coaching needs • Lead and coach managers and supervisors to ensure dispatch personnel are completing assigned work in an efficient manner with the highest level of quality. • Coordinate quota maintenance and Field Operations schedules within workforce management system. • Ensure field compliance with corporate dispatch and service standards, policies and procedures. • Conduct regular cross functional and skip level meetings to identify operational and employee issues impacting the operation. Daily Duties: • Monitor real-time customer SLA compliance • Handle complex and escalated customer service issues • Monitor real-time and recorded calls for quality and process compliance • Meet with new and existing clients to determine support needs • Create new proposals and statements of work and lead delivery to clients • Travel to client sites to experience the environments under Denali support • Review and approve training plans • Attend training sessions to review quality of content • Lead daily and weekly operational support and training meetings • Attend weekly, monthly and quarterly customer review meetings • Review and approve customer performance reports • Review and approve customer and vendor invoices • Develop and manage quality management reporting and performance system • Attend weekly management meetings • Prepare for and attend monthly and quarterly business review meetings with customers and account managers • Create job descriptions for newly developed positions • Manage operational budget • Create justifications for pay increases and deliver to staff upon approval

What they like about Denali Advanced Intetration:

You highly value a work environment built on a formal structure, rules, and regulations. You do not enjoy the unpredictability of shifting priorities and deadlines that upset your routine. You require and enjoy direction, input and accountability as part of your work environment. You have a strong need to participate in making key decisions and feel left out if your superiors or co-workers do not seek your input when making decisions. You thrive on providing good customer service to both internal or external customers, and doing so makes you feel good.

Tags

Contact Center, PMP, COPC, ITIL, Telecom, Support

Skills

These are some of the questions we asked our climbers about their experiences with Denali Advanced Intetration: