Associate Call Management Coordinator

Role Overview: You will be responsible for monitoring, analyzing, and managing the resolution of service delivery issues to ensure the achievement of contracted service levels and post-processing of service requests. Serving as a single point of contact for customers, you will handle issue resolution and escalations by engaging with internal service, product, sales, and other teams to ensure an integrated and coordinated approach to issue analysis and resolution. Key Responsibilities: - Provide region-specific Incident Resolution Management system scheduling support for customers, service delivery team members, field associates, and business management team members. - Identify and record problems generated by customers or service delivery technicians. - Participate in a daily huddle to assess call volume and priorities. - Verify technician availability, provide technicians with assignment instructions, and reassign as required to accommodate changes and ensure proper load balancing. - Utilize the established escalation matrix for rapid resolution of issues related to service delivery incidents and/or incompletes. Qualifications: 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). About Us: Diebold Nixdorf is a global company with 23,000+ teammates in more than 130 countries, leveraging future technologies to deliver personalized, secure consumer experiences that connect people to commerce. The culture at Diebold Nixdorf is fueled by values of collaboration, decisiveness, urgency, willingness to change, and accountability. (Note: The additional details about the company provided in the job description have been omitted as it was not directly related to the job role.),