Staff, Business Operations (Voice and Chat Process)

ICE; Maharashtra; On-site; INR 300,000 - 520,000; Full time

Job summary

ICE is seeking a Scheduling Coordinator in Maharashtra to facilitate notary assignments and coordinate between signing agents, schedulers, and clients. The role emphasizes strategic and tactical support across the service lifecycle.

The coordinator will manage vendor assignments, perform high-volume calls, emails, and texts, and negotiate fees to meet profitability and SLA targets. Collaboration across departments is essential to ensure timely, accurate scheduling.

Qualifications

• Detail orientation is essential for the role and daily tasks.
• Excellent written and verbal communication skills are required to interact with clients and vendors.
• Basic knowledge of all other service delivery functions helps coordinate cross‑functional work.

Responsibilities

• Facilitating the assignment of vendors to clients.
• High volume outbound calls, emails, and texts.
• Negotiation of fees with vendors to maintain client/team cost goals.
• Maintain gross profit targets as determined per client.
• Work under deadlines aligned with SLAs.
• Ensure vendors meet TCX/Client requirements.
• Handle reschedules and related duties as needed.
• Schedule Open orders (~22 daily average) and send offers.
• Meet client SLA turn times by managing open orders.

Skills

Detail oriented

Written communication

Verbal communication

Service delivery basics

Job description

Job Purpose

The Scheduling Coordinator is a key role in facilitating the assignment of notaries. This role and process spans the service lifecycle acting as the facilitator between the signing agents, schedulers, and our clients at both a strategic and tactical level.

Job Description

The Scheduling Coordinator is a key role in facilitating the assignment of notaries. This role and process spans the service lifecycle acting as the facilitator between the signing agents, schedulers, and our clients at both a strategic and tactical level.

Responsibilities

• Facilitating the assignment of vendors to clients.
• High volume outbound calls, emails, and texts.
• Negotiation of fees with vendors to maintain average vendor cost goal set by client/team expectations.
• Maintain average gross profit that is pre-determined by TCX on a per client basis.
• Ability to work under strict deadlines aligned with our Service Level Agreements (SLA).
• Ensuring assigned vendors meet or exceed TCX/Client requirements.
• Misc./Other – There may be times when management will request the Scheduling Coordinator to change their focus or add additional duties.
• Schedule Open order (22 daily average)
• Sending offers
• Placing phone calls
• Meet client SLA’s for turn time on order assignment by managing open order queue.
• Relay all file specific information to vendor at time of order assignment.
• Meeting gross profit goal at a minimum of 85% of orders completed.
• Correspondence with client and/or vendor regarding scheduling issues or inquiries.
• Addressing all received phone calls/emails in a timely manner (within 20 min).
• Handling reschedules.
  

Knowledge And Experience

• Detail Oriented
• Excellent written and verbal communication skills.
• Basic knowledge of all other service delivery functions