Employer Active
a. Queue management activities: monitoring, partnering with IM, other teams to ensure the assignment of the cases. Partner with manager in handling escalations. Ensure smooth case assignment and strong collaboration with customers.
b. Staffing: We would like this person to help with staffing, when escalating to us “red days”
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Vacation planning and fair distribution of %OOF across EMEA team
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Queue coverage per SAP
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Weekend coverage
c. Users account admin: VDM and DfM.
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Account management.
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Administrator for existing users by reviewing and updating their needs and skills.
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Internal Processes reviews
d. Supporting the management team with:
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Providing inputs “from the field”, for the MOR discussions: insights from QAM will be helpful for the MOR
Full Time