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Process Lead

Company: Pomeroy
Location: Greenville
Posted on: January 11, 2019

Job Description:

Job Description:

General Function:

The Process Lead is a daily operational leader that is focused on driving service desk analyst productivity across one or more client accounts. Through the delivery of analyst productivity, they will provide high quality of service, compliance with SLAs, and measurable performance metrics for their team. In addition to team productivity, the Process Lead will serve as the owner of clients specific contributions such as knowledge management, continual service improvement, and process documentation. Through these support functions, the Process Lead will support the service desk analysts and have the subject matter expertise to support the Service Desk Manager and client(s) on areas of ownership.

Essential Duties & Responsibilities:

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.

  • Driving Analyst productivity and client satisfaction (queue management, performance management metrics, and quality coaching)

  • Responsible for promoting teamwork and employee engagement.

  • SLA delivery (operational and tactical monitoring)

    • Responsible for all phases of Knowledge Management and Knowledge Centered Support (KCS).

    • Conduct trend and gap analysis to initiate or lead continual service improvement plans.

    • Ensuring Service Desk Analysts adhere to company policies and procedures while regularly communicating or escalating performance results to management.

    • Develop and own team training and training documentation.

    • Coordinate launch of new processes/services coming into the environment.

      • Represent Pomeroy in a positive and professional manner to the Client(s), in all forms of communication.

      • Complete projects or tasks as assigned by management

        Supervisory Responsibilities:



        Hiring in the following location(s)::

        Position Type:
        Reg. Full-time Benefitted

        Keywords: Pomeroy, Greenville , Process Lead, Other , Greenville, South Carolina

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