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Escalations Manager - Managed Service Centre
at Cable & Wireless in Livingston, UK
Job Description
What we are all about?
Cable&Wireless Worldwide has a history stretching back more than 100 years. Throughout this time we’ve constantly evolved, adapting to the needs of a changing communications marketplace.
Today, we’re one of the best performing telecom companies in the world and a market leader in the delivery of business critical communications. We work with some of the largest users of telecoms including; Tesco, National Grid, AT&T, Aviva, Morrisons, Centrica and the UK Government.
Our promise is to create a new way for our customers – a way focused on engaging with them differently, delivering brilliant service and brilliant value and a way that helps them achieve their business aims.
We recognise that the only way we can build on our success and deliver on our promise to our customers is through talented people – they’re our most important investment and our key point of differentiation – and we treat them as such!
Overall role Purpose
* Reporting to the MSC Team Manager and interfacing with the MSC Atlas Team of Excellence to proactively manage customer service affecting incidents, taking all necessary steps to aid service restoration within agreed service levels. * Provide an interface for MSC engaging with the service community, internal Assure groups, external suppliers and customers. * Enables targeted activities in recognition of Customer sensitivities or in life Service Improvement Plan’s. * Provide subject matter support to the MSC team and Advocate coaching in conjunction with Team Manager and Customer Excellence Manager * Provide support for in depth escalation activity when required. For example, attending customer calls, setting up internal calls where required, particularly where third line may be required to resolve and normal Level 1 activity would not drive resolution.KEY Accountabilities
* Proactively manage ticket queues, initiating escalations as required * Drive the resolution of incidents to meet the MSC Process targets within Customer SLA * Provide day to day operations support to the MSC Team and Team Manager * Initiate required recovery actions, when there is no clear path to resolution * Assist in the management of quality processes within the MSC environment * Acts as an interface between MSC and L2 * Drive performance with back office teams * Ensures ownership of escalation activity proactively through 24/7 cycle * Highlight and change any process downfalls that impact faults resolved within SLA * Complete RCA and Drive SLA and MTTR ImprovementsWorking relationships and interfaces
* MSC Team Managers and CEMs * Service Assurance * Channel Service Teams * Incident Management Core and MSC * Resolving Agencies * Third parties * Customer Incident Management Teamstechnical competencies (Skills and Experience)
Essential
* Detailed knowledge of Assure Fault Management Process * Sound knowledge of MSC Customer estates * Working knowledge of Remedy functionality * Excellent organisational skills * Good negotiation skills * Ability to manage internal Assure groups and external 3rd party suppliers * Ability to communicate at various management and operational levelsDesirable
* Commercial awareness * Knowledge of C&W Worldwide productsQualifications desired
* Understanding of ITIL methodologies and best practicesViewed: 18 times