Assist in attending to the day-to-day internal and external concerns of the Office of the Executive DirectorProvide necessary assistance to the EA IV in acting on the required tasks of the Undersecretary/Executive Director as necessaryPerform assistive tasks to the Undersecretary/Executive Director in the absence of the EA IVAssist in the preparation of presentations, correspondences, speeches, briefing materials, reports and position papers required by the… Show more Assist in attending to the day-to-day internal and external concerns of the Office of the Executive DirectorProvide necessary assistance to the EA IV in acting on the required tasks of the Undersecretary/Executive Director as necessaryPerform assistive tasks to the Undersecretary/Executive Director in the absence of the EA IVAssist in the preparation of presentations, correspondences, speeches, briefing materials, reports and position papers required by the Undersecretary/Executive DirectorAssist in the conduct of special research or data gathering tasks that may be assigned by the Undersecretary/Executive DirectorFacilitate the preparation and approval of OED's work and financial plans and other administrative or operational plans and accomplishment reportsPerform other tasks and responsibilities as may be assigned by the Undersecretary/Executive Director Show less

Develop new reports and modify existing reports, both proactively and in response to client request or in order to improve operational efficienciesDevelop and implement specific client reports, internal or center operations reporting, executive summary reporting as well as quarterly reviewsTroubleshoot and identify issues with existing reports and dataWork directly with external and internal client to determine reporting requirement and develop appropriate solutions

Supervise daily activities of a group of associates by mentoring, coaching and guidance.Make recommendations on associates' areas for improvement.Reviews team performance and make recommendations to achieve team goal as well as program goalsCoordinate with other departments to ensure associate development at the same time ensure the achievement of company and client goals.Work with associates to address employee relation issues.Responsible for taking escalated or complex… Show more Supervise daily activities of a group of associates by mentoring, coaching and guidance.Make recommendations on associates' areas for improvement.Reviews team performance and make recommendations to achieve team goal as well as program goalsCoordinate with other departments to ensure associate development at the same time ensure the achievement of company and client goals.Work with associates to address employee relation issues.Responsible for taking escalated or complex calls from customers and be expected to adhere to all company policies and procedures.Track client issues, maintain client correspondence and provide recommendations for issue resolution Show less

Listen and monitor associate calls for customer satisfaction according to client and TeleTech specified policies, thresholds and procedures.Identify areas for opportunities and trends and give recommendations on how to address them.Accountable for collecting, evaluating and providing call data for associates to Operations (Team Leads).Provide coaching, feedback and reporting.Participate and/or lead both internal and client calibration sessions.Support a culture of coaching… Show more Listen and monitor associate calls for customer satisfaction according to client and TeleTech specified policies, thresholds and procedures.Identify areas for opportunities and trends and give recommendations on how to address them.Accountable for collecting, evaluating and providing call data for associates to Operations (Team Leads).Provide coaching, feedback and reporting.Participate and/or lead both internal and client calibration sessions.Support a culture of coaching to meet or exceed quality customer experience satisfaction scores.Attend team meetings as necessary to cover various topics related to handling of calls. Show less

Meet all program metrics such as Reliability, AHT and Quality.Take calls from customers and be able to book technician appointments for them.Take calls from technician and be able to reschedule the appointments, close a ticket and/or provide customer information to them.