Staff, Business Operations (Voice and Chat Process)

ICE Clear Europe Limited; Pune District; On-site; INR 300,000 - 420,000; Full time

Job summary

ICE Clear Europe Limited is seeking a Scheduling Coordinator to facilitate vendor assignments for clients and manage communications with signing agents, schedulers, and clients. The role includes high-volume outbound outreach and negotiation to meet cost and SLA targets.

The position requires detail orientation and strong written/verbal communication, with knowledge of service delivery functions. Applicants will handle order queues, reschedules, and vendor performance in a fast-paced environment.

Qualifications

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

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.
• 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.

Skills

Detail Oriented

Verbal and Written Communication

General Service Delivery Knowledge

Job description

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.

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