ACTIVE POOLING: Service Call Coordinators/Ticket Analysts

Convergys; Cebu City; On-site; PHP 240,000 - 360,000; Full time

Job summary

Convergys in Cebu City is seeking a Service Call Coordinator/Ticket Analyst to help optimize service operations through workload analysis and precise call management. You will track workloads, assign and monitor service calls, and coordinate installations with vendors across locations.

Responsibilities include forecasting demand, dispatch optimization, ensuring parts availability with logistics, and maintaining compliance with daily procedures.

Qualifications

• Experience in operations or service management is preferred.
• Strong analytical and scheduling abilities are required.
• Ability to coordinate with vendors and logistics teams.

Responsibilities

• Analyze workload trends to optimize scheduling and efficiency.
• Oversee creation, assignment, and tracking of service calls.
• Coordinate installation schedules and vendor engagements.
• Forecast future service needs and strategically dispatch calls.
• Monitor inventory usage and collaborate with logistics.
• Ensure compliance with daily protocols and safety procedures.

Skills

Workload analysis

Service call management

Forecasting

Dispatch optimization

Vendor coordination

Inventory monitoring

Compliance

Job description

## ACTIVE POOLING: Service Call Coordinators/Ticket AnalystsApplylocations: PHL Cebu City - Arcenas: PHL NCR QC Work-at-Home: PHL Clark: PHL Quezon City - Vertis North Corporate Center 2: PHL Mandaluyong City - Shawposted on: Posted 30+ Days Agojob requisition id: R1683217Job Title:ACTIVE POOLING: Service Call Coordinators/Ticket AnalystsJob DescriptionThe role is pivotal in maintaining seamless service operations through strategic workload analysis and effective service call management. Key responsibilities include analyzing service call workloads and trends to devise optimal scheduling strategies and recommending necessary adjustments to enhance service delivery and operational efficiency.**Key Responsibilities:*** **Workload Analysis:** Evaluate service call trends to optimize scheduling strategies and improve efficiency.* **Service Call Management:** Oversee the creation, scheduling, and tracking of service calls to ensure accurate assignment and timely resolution while monitoring progress for necessary corrections.* **Installation and Vendor Coordination:** Coordinate installation schedules and vendor engagements, assigning tasks based on geographic and availability factors.* **Future Planning & Dispatch Optimization:** Anticipate future service needs through workload forecasting and strategically dispatch service calls considering priority, skills, and geographic factors.* **Inventory and Parts Monitoring:** Verify parts usage, monitor inventory levels, and collaborate with logistics to maintain availability.* **Operational Support & Compliance:** Provide administrative support to FSM, ensuring adherence to daily protocols, including service call ETAs and safety procedures.This role requires a proactive approach to managing service operations, optimizing resource allocation, and ensuring compliance with established protocols. Suitable for candidates with strong analytical skills and operational acumen.