Associate Call Management Coordinator
Associate Call Management Coordinator
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Job Description
Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate digitize and transform the way more than 75 million people around the globe bank and shop in this hyper-connected consumer-centric world. Join us in connecting people to commerce in this vital rewarding role.
Job Overview
Person in this role 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.
Responsibilities
- 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.
Qualifications
Required Qualifications
- Education or equivalent work experience required.
- Minimum of 0-2 years of relevant experience or equivalent combination of education and experience in Call Management.
- Fluent Polish.
#LI-AO2 #LI-Hybrid
Required Experience:
IC
Employment Type
Full-Time
