CaseContract Management Services Analyst I
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Job Summary
Position Overview:
The candidate should be an experienced E-Discovery professional who is experienced in handling and managing customer requests within stipulated time frame. Prior media processing Document Review or Client Support/Management experience will help the resource to understand the Client Service process proficiently.
Candidate will be responsible to design and deliver process controls which should be in line with Process Quality Throughput and Customer escalations. He / She will be a liaison between different shifts team members other geographical counterparts and team leads/managers. They are expected to provide the coverage in 24 x 7 environment and keep their teams morale high to deal with competitive and high business pressure environment.
They will participate in client subject reviews. They will also be responsible for documenting all updates process changes and any other tasks necessary to maintain the quality of the work dynamics.
General Role:
- Ensure that all work documentation and communication with client are managed appropriately with best practices always in mind.
- Develop a skill that can be leveraged across clients teams and manage projects directly related to the said specialty.
- Perform the following duties:
- Open operational work requests and escalate priority work to the appropriate operations teams and managers to meet client expectations.
- Monitor the progress of work and send appropriate updates at regular intervals.
- Identify opportunities to improve customer service through automation of requests wherever possible.
- Build and deliver regular reporting on key metrics such as request volume turnaround times client satisfaction etc.
- Receive and address site issue requests from internal Client Managers or directly from the Client in a timely client procedures and protocols.
- Allocate and monitor workloads.
- Mentor new/low performer team members
- Share Process Updates and Training if required
- Perform roles and responsibilities of Shift Coordinator as and when necessary.
Qualifications:
- Possess strong business acumen and professional aspirations with minimum of 3-5 years of professional experience in e-Discovery including relevant working knowledge of at least one e-Discovery review platform (Relativity preferred).
- Possess Bachelors Degree; advanced degrees desirable.
- Demonstrated expertise in standard and non-standard overall development capabilities.
- Able to mentor and coach Client Services personnel.
- Excellent verbal and written communication skills.
- Experience designing and implementing initiatives that improve process and increase efficiencies.
- Able to grow relationships with clients.
- Flexible in work hours and availability.
Required Experience:
IC
Key Skills
- Active Directory
- Customer Service
- End user
- Access Points
- Deskside Support
- Windows
- SCCM
- Troubleshoot
- User Accounts
- Desktop
- PC
- Backup
- Setup
- hardware
- Technical Support
About Company
COVID-19 presents an unprecedented and challenging situation for all of us. At Conduent, our top priority is to protect our associate base and the communities where we live and work, while continuing to serve and help our clients at a time when they need us most. We’d like to thank ev ... View more
