David Walin Email & Phone Number

United States

Lenexa, Kansas, United States

66219

Serve as subject matter expert for assigned systems (Quest proprietary systems, Smartworks, Formfox, CRM, Web Services, etc.)Train users on systems.Identify and prioritize new systems and improvements to existing systems to enhance value and therefore, adoption rate of technology offerings. Act as the voice of the user inside the business and be passionate about the user experience.Actively market products to clients, acting as an advisor. Communicate the value proposition of the products to the sales team and clients.Assist with development of training materials.Act as help desk for assigned system and make appropriate escalations and follow up with IT.Notify users of outages of assigned system.Design and periodically review security for assigned systems.Other duties as assigned by Management.

- Participate in employee selection, training, and development.- Continual monitoring of ACD thresholds and team’s activities to assure compliance with department standards.- Develop processes and training programs that will proactively improve call handling, increase first call resolution rate, decrease or eliminate controllable calls and recognize cost reduction potential.- Review and analyze statistical reports to manage teams productivity.- Ensure team is adhering to schedule so as to meet and exceed service level objectives.- Increase team productivity and motivation.- Conduct weekly team meetings to keep team members up to date on latest information.- Assist team with escalated customer issues.- Conduct quality control phone call monitoring to evaluate TSS performance, identify strengths and weaknesses and ensure that a high quality of work is being performed.- Provide one-on-one coaching and development for each team member on a consistent and timely basis.- Prepare annual evaluations and provide monthly feedback.- Maintain professional customer service skills at all times and provide 100% satisfaction on each customer contact (internal and external customers.- Support and encourage all company policies with disciplinary actions as required.- Develop reward and recognition programs to motivate team.- Ensure Kronos payroll system is properly accounted for and accurately updated for team.- Perform other duties as assigned by management.