Call Management Coordinator / Incident Handler in North Canton, OH at Volt

Date Posted: 4/3/2021

Job Snapshot

Job Description

Job Title:  Call center team lead

Location:  North Canton, Ohio

Current shifts: Shift is 5:00pm-1:30am, Thursday - Monday 

There will be mandatory overtime and possible shift rotation based on business needs.

Who are we looking for:

Volt is working with an expanding technology company to find people who monitor the phone lines for their call center.  After reading the job description if you are interested then please apply.

Key responsibilities

  • Monitoring real time operation of the Call Management System to ensure Service Level Agreement (SLA) is being met and all available Customer Service Engineers (CSEs) are actively assigned to calls
  • Continuously monitoring on the Call Management System to ensure maximum productivity of CSEs
  • Reviewing call lists; determining initial urgency and scheduling appropriately thru interface with CSEs, Business Team, and customers
  • Utilizing team/geography knowledge to provide feedback to Business Team to improve resource efficiencies
  • Assisting in training new Call Management Coordinators in using the Call Management System
    Documenting customer dissatisfaction and field issues and provide to Business Team for appropriate action
  • Documenting customer satisfaction and recognition of CSEs for good performance
  • Contacting customers with estimated times of arrival as necessary

Professional experience / qualifications

  • Strong analytical and problem solving skills
  • Ability to use logic and understand business efficiency
  • Demonstrate the ability to communicate (oral/written) effectively, interface with customers and function well within a team environment
  • Microsoft Word and Excel skills
  • Ability to learn new systems/software in above average time frame
  • Associate's degree preferred
  • Experience in customer service, call center, field service or high volume production scheduling required

As a Volt employee, you can expect the highest level of support.  We have a long-standing tradition of developing lasting and mutually beneficial relationships with our employees. Submit your resume today! To learn more about Volt, please visit: http://www.volt.com and to see more of our job postings, please visit: http://jobs.volt.com

After applying to this Job using the Apply or Apply Now button, you can follow up on your application by calling our Enterprise Delivery Center at (800.595.8658). Be sure to note the Job ID number found on this page and reference it when calling about the position.

 Volt is an Equal Opportunity Employer.

 Pay Rate is 14.00/hr