Associate 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.

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.