Job Responsibilities
Facilitate help desk performance conformance and quality management operated by Managed Service Provider involving SLA and KPI tracking, reporting and compliance to contractual terms
In partnership of the Managed Service Provider or Supplier;
To provide management oversight of the delivery of a secure, cost effective and customer-focused service to ExxonMobil customers.
To oversee the delivery of Customer Services – Retail Help Desk
To coordinate work of teams to meet service targets and monitor work load and performance over time, determining trends and identifying areas of improvement
To be an escalation point of contact and manage escalation with ownership and responsibility
Champion continuous improvements to ensure services are delivered at a pacesetter’s cost
Ensure timely communication to key customers
Ensure a safe and secure operating environment
Comply with corporate and S&C policies and report all violations
Be familiar with Disaster Recover/ Business Continuous Plans and in the event of an incident, take charge in executing plans
Job Requirements
ExxonMobil is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, or disability status.
ExxonMobil does not use recruiting or placement agencies that charge candidates an advance fee of any kind (e.g., placement fees, immigration processing fees, etc.). Follow the LINK to understand more about recruitment scams in the name of ExxonMobil.
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