Become an integral part of our team! The Servicing Disruption Analyst (SDA) is the primary call center servicing resource that initially reacts to escalated Service Desk and alert generated incidents to collate the impact of the disruption (size, locations, servicing tools, number of team members, business units or clients) for the purpose of coordinating with the Incident Management organization on behalf of the Servicing organization.

Job Responsibilities

Engage peer or Subject Matter Experts (SMEs) in Servicing Operations as required to liaise information through Incident Management and other root cause owners to support restoring service. Monitor available lead indicator tools that could signal for a disruption event monitor, track, and report on disruption events that impact the servicing experience for the customer or our servicing team members.  participate in the incident bridge calls to provide real time updates on the customer or servicing team member disruption experiences and assist in quantifying the servicing impacts. Adapt to a complex, fast paced and rapidly changing business environment

Required qualifications, capabilities, and skills

5+ years of work experience in premium call center customer servicing  Experience in coordinating service recovery from outages; facility, telecom, network  Experience in outage planning Must be results oriented, self-motivated with strong multi-task capabilities and able to work with limited direct supervision Passionate about protecting the customer and servicing team member experience

Preferred qualifications, capabilities, and skills

Travel experience preferred  Excellent analytical and problem solving skills Enjoys working with cross functional technical teams