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Service Desk Employee Experience Leader

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Date: Jul 23, 2021

Location: Painted Post, NY, US, 14870 Charlotte, NC, US, 28216

Company: Corning

Requisition Number: 47378

 

Odds are that the email you read this morning travelled over Corning Optical Fiber; the smartphone you used had a Corning cover glass; and the vehicle you drove to work had cleaner emissions because of a Corning catalytic converter substrate.

 

Corning Incorporated focuses on building a diverse global workforce where differences are celebrated, and employees feel safe bringing their "whole selves" to work. Our Diversity Network hosts 18 active and distinctive Employee Resource Groups. Employees have access to Allyship resources, podcasts, an internal video channel, digital learning series and trainings, all focused on building and celebrating global diversity and inclusion. Corning has been recognized as a leader in this regard and has been consistently recognized as a national employer of choice.

 

SCOPE/PURPOSE OF POSITION:

  • Corning is seeking a Service Desk Employee Experience Leader. This role is responsible for managing our walk up support kiosks (Bar3000), monitoring service metrics to quickly respond to themes, looks for opportunities to update the service portal, partners with our training and communication group to provide training and communication needs for our end users based on customer feedback and ticket volume.

 

ROLES AND RESPONSIBILITIES:

  • Manages global Bar3000 including staffing, schedule, content to be presented and locations
  • Reviews metrics daily to quickly identify training opportunities or opportunities for automation/self service
  • Owns the services desk portal, including approving all new form requests and review of form modifications to understand the impact to the Service Desk, ensuring relevant KBs are updated and agents are prepared to support
  • Advocate for self-service/automation
  • Provides input into training schedule for service desk agents including on-going and refresher training
  • Manages customer service training/program for service desk agents, recognizes and recommends additional training to improve operations globally

 

EDUCATION AND WORK EXPERIENCE

  • Bachelor’s degree or equivalent experience
  • 5+ years in call center or customer focused field, preferably in a global environment
  • Previous leadership roles

 

REQUIRED COMPETENCIES (KNOWLEDGE, SKILLS AND ABILITIES)

  • Passion for customer service and experience
  • Strong written and verbal communication skills
  • Comfortable with ambiguity
  • Able to recognize cultural differences and adapt to meet requirements

 

TRAVEL

  • 10% - possible yearly trip to EMEA and AP

 

This position does not support immigration sponsorship.

 

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

 

We prohibit discrimination based on race, color, gender, age, religion, national origin, sexual orientation, gender identity or expression, disability, or veteran status or any other legally protected status.

 


Nearest Major Market: Corning