Hi,
*REPLY ON **umesh....@acsicorp.com* <umesh....@acsicorp.com> We are looking for:::: This position is dedicated to resolving complex, multi-category disputes/issues between different raters, managing grader workflows, and handling grader escalations. In addition, the offshore human grading staff’s accuracy is tracked, including addressing any other quality issues that must be handled. This role is critical to the success of our protection given the KPIs for handling feedback and disputes. Additionally, there is significant contribution customer satisfaction given this role. This position performs the day-to-day management of customer escalations, acting as Tier 2 / Tier 3 support for our FSS graders, as well as providing ancillary grading to resolve more complex issues. This program manager will also be dedicated to tracking escalation trends, ensuring that the correct level of support is available at tier 1 across languages, as well as the system overall. Complete support process with include working many partners, including WLSP BAO management, Policy, and cross-group partners as needed. Without this dedicated program manager, there is not a single point of contact focused on supporting these efforts and identifying complex issues that tier 1 cannot address, meaning that there could be delays in addressing escalations or monitoring trends which may lead to negative image in blogs or the press. Skills Required: Ability to identify patterns and inconsistencies Attention to detail and data accuracy Strong complex/custom tool skills – comfortable using: Excel templated database queries with Microsoft SQL Server Management Studio command line tools other complex data-oriented custom enterprise tools Aptitude of working on multiple projects in parallel or simultaneously Experience working in abuse related (spam, phish, etc) customer issue management a plus Experience working in non-phone complex customer issue response management required 4 year college degree required -- ------------------------------ *“The way to get started is to quit talking and begin doing”* *Umesh Pal* Technical Recruiter *2400 Meadowbrook Parkway* *Duluth, GA 30096* *Office: 678-553-8928* *Fax: *404-393-3370 *Email: *umesh....@acsicorp.com <ravi.vi...@acsicorp.com> *Gtalk* <giteshku...@live.com>* **ID:* idumesh22p...@gmail.com *Yahoo* <giteshku...@rocketmail.com>* IM: *rudraoffici...@yahoo.in *Web: *http://www.acsicorp.com *Please visit the new and improved ACS website!* -- Thanks and Regards, *Umesh Pal* *Official : **um...@hevar.com,* ***General: idumesh22p...@gmail.com* ** -- You received this message because you are subscribed to the Google Groups "US_IT.Groups" group. To post to this group, send email to us_itgroups@googlegroups.com. To unsubscribe from this group, send email to us_itgroups+unsubscr...@googlegroups.com. For more options, visit this group at http://groups.google.com/group/us_itgroups?hl=en.
