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

Date Posted: 2/5/2020

Job Snapshot

Job Description

Volt Workforce Solutions is looking for a Call Management Coordinator to work with a leading financial and retail tech company. 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: Call Management Coordinator

Reference ID: 216556

Location: N Canton, OH

Position Summary:
-Monitoring real time operation of the Call Management System to ensure Service Level Agreement 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
-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  

Skills/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 degree preferred
-Experience in customer service, call center, field service or high-volume production scheduling required

Work Schedule:

Shift is Weds-Sun 11:30pm - 8:00am

Training 8:30am - 5:00pm Mon-Fri
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!

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

Volt is an Equal Opportunity Employer.

Pay Rate is $14/hr.