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

Date Posted: 10/17/2020

Job Snapshot

Job Description

Volt Workforce Solutions is looking for an Incident Handler to work with our client. After reading the job info below, if interested, email an updated resume (in Word format).

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.

Job Title: Incident Handler

Reference ID: 202262

Location: North Canton, OH

Position Summary:

Provide Call Management System scheduling support to Customers, Service Delivery Team Members, Field Associates, and Business Management Team Members, sharing in the responsibility of meeting customer service performance expectations. Some essential functions of this position include:

  • 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 ??white space?? on the Call Management System to ensure maximum productivity of CSEs
  • Responsible for marking CSE unavailability on the Call Management System chart for emergency situations as per standardized documentation and making Business Team aware of those occurrences
  • 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
  • Participating in conference calls as required
  • Escalating urgent service needs and CSE-related issues and concerns to appropriate management team
  • 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

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?

Work Schedule:

This position is for evenings and weekends. Shift is Weds-Sun 3:30pm - Midnight

Mandatory Overtime (3-week rotation) based on business need.

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.  Contact a Volt representative by applying to this posting online for immediate consideration. Submit your resume today!

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Volt is an Equal Opportunity Employer.