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Associate Call Management Coordinator

Associate Call Management Coordinator

Diebold

0 - 2 years

3 - 7 Lacs

hyderabad

Posted:5 days ago| Platform:

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Skills Required

service delivery matrix management coordinator issue resolution business management product sales scheduling load balancing

Work Mode

Work from Office

Job Type

Full Time

Job Description

Monitors, analyzes and manages resolution of service delivery issues to ensure achievement of contracted service levels and post-processing of service requests. Serves as a single point of contact for customers in terms of issue resolution and escalations. Engages with internal service, product, sales and other teams to ensure an integrated and coordinated approach to issue analysis and resolution.

Required Qualifications

Education or equivalent work experience required.

Minimum of 0-2 years of relevant experience or equivalent combination of education and experience in Call Management.

Good business English skills (Written and spoken).

Provides region-specific Incident Resolution Management system scheduling support for customers, service delivery team members, field associates and business management team members.

Identifies and records problems generated by customers or service delivery technicians.

Participates in a daily huddle to assess call volume and priorities.

Verifies technician availability, provides technicians with assignment instructions and reassigns as required to accommodate changes and ensure proper load balancing.

Utilizes the established escalation matrix for rapid resolution of issues related to service delivery incidents and / or incompletes.

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Associate Call Management Coordinator