Associate Call Management Coordinator

Diebold; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

Diebold seeks an experienced Incident Resolution Manager to monitor and resolve service delivery issues, ensuring contracted service levels are met. You will be the single point of contact for customers regarding resolutions and escalations, coordinating with service, product, sales, and other teams.

The role requires 1-2 years in call management, strong business English, and solid Excel skills, with the ability to schedule and balance workload across technicians and teams.

Qualifications

• Education or equivalent work experience required.
• 1-2 years of relevant Call Management experience.
• Good business English skills (Written and spoken).
• Proficient in Microsoft Excel.

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.

Skills

Call Management

Business English

Education

Education or equivalent work experience

Tools

Microsoft Excel

Job description

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.

Required Qualifications

• Education or equivalent work experience required.
• Minimum of 1-2 years of relevant experience or equivalent combination of education and experience in Call Management.
• Good business English skills (Written and spoken).
• Proficient in Microsoft Excel

• 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.