Senior Call Management Coordinator

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 4-6 years of relevant experience or equivalent combination of education and experience in Call Management.
• Good business English skills (Written and spoken).
• Knowledge on MS Excel
• 24/7 Shifts rotationally allocated.
• 6 days working.

• Serves as senior investigator for service delivery, quality control and related incidents.
• Addresses missed SLAs, detects recurring causes and proposes get well plans, taking the lead to ensure actions are performed as required.
• Performs root cause analysis to prevent incident recurrence.
• Develops temporary alternative measures (Workarounds) to ensure continued service until definitive solution is achieved.
• Provides technical guidance and support for less experienced team members.
• Performs historical data analysis to identify and mitigate potential issues before they occur.
• Proposes changes to improve problem solving and incident resolution.
• Serves as the customers single point of contact on escalations.
• Organizes and leads / participates in conference calls to ensure issue resolution and appropriate customer / stakeholder engagement.