Service Workflow Coordinator

CSC•Wilmington, NC

22h•Hybrid

About The Position

The Digital Brand Services "DBS" Domain Operations Service Team is excited to share an opportunity to join the Service Workflow Team! This team is focused on delivering the CSC Promise to our customers. This dynamic global team will play a vital role in supporting workflow execution, providing coaching, and supporting critical areas of our business, such as change management. This is a great opportunity for individuals that are passionate about streamlining workflow processes, driving projects to completion, and delivering the CSC Promise. Some of the things you will be responsible for:

Requirements

A passion for streamlining and optimizing workflows and processes
An analytical mindset with an ability to seek to understand, to make recommendations and decisions, and to problem-solve
Strong proficiency in Microsoft Office, including demonstrated advanced Excel skills (pivot tables, complex formulas, etc.)
Proven ability to organize and manage a project independently, driving it forward to completion
Demonstrated ability to guide individuals towards shared goals and results, removing barriers and blockers and setting a standard of accountability within teams
Previous experience facilitating productive meetings, defining agendas, and working with attendees to ensure progress is made
Strong negotiation, listening, and communication skills, both verbal and written
Experience communicating effectively with technical teams, non-technical teams, teammates, and all levels of leadership
Strong attention to detail
Ability to multi-task, prioritize, adapt, and deliver results in a deadline driven environment

Responsibilities

Ensure we are consistently delivering on the CSC Promise and providing a high-quality experience for our clients
Coordinate daily workflow, ensuring all work is covered and prioritized, communicating any resource needs seen to service leaders
Drive teammates to meet goals and deadlines, while monitoring and reporting progress results to the team daily
Actively monitor client phone and chat queues daily, alerting team to coverage shortages
Report any issues with phone and chat coverage, or service levels to service leaders and technical teams, as required
Coordinate and assist with projects received from internal teams (registry launches, vendor consolidations, etc.)
Act as a service escalation point for CSPs in the region
Actively participate in the DBS Service Excellence (SET) and Change Coach Teams, as the service liaison, to drive process improvements
Provide regular updates and insights to the Service Teams in advance of and during changes, ensuring that changes are successfully adopted
Provide feedback regarding system and procedural issues that need to be reviewed or improved, as well as suggestions to help refine processes, templates, etc.
Set measurable goals and objectives for teams related to workflow and efficiency
Partner with Service Quality to maintain metrics data that will inform the individual and team results
Partner with the service leaders to recommend training needs and identify training gaps and plans
Support mentoring of any new team members
Assist with interviews, scheduling sit-withs, and providing feedback on candidate observations, as needed
Support your direct team colleagues, as needed. Sharing subject matter expertise within team, providing guidance on how to complete a task successfully for the future.