ACTIVE POOLING Service Call Coordinators Ticket Analysts

Concentrix; Naga; On-site; PHP 300,000 - 600,000; Full time

Job summary

Concentrix in the Philippines is seeking a Service Call Coordinator/Ticket Analyst to ensure smooth service operations through data-driven workload analysis and effective call management.

The role requires coordinating installations, forecasting future needs, dispatching service calls by priority and geography, monitoring parts inventory, and providing compliance-focused administrative support.

Qualifications

• Analytical mindset with ability to forecast workloads.
• Experience in service operations is a plus.
• Ability to manage multiple tasks with attention to detail.

Responsibilities

• Workload Analysis: Evaluate service call trends to optimize scheduling strategies and improve efficiency.
• Service Call Management: Oversee creation, scheduling, and tracking of service calls for accurate assignment and timely resolution.
• Installation and Vendor Coordination: Coordinate installation schedules and vendor engagements based on geography and availability.
• Future Planning & Dispatch Optimization: Forecast future needs and dispatch calls by priority, skills, and location.
• Inventory and Parts Monitoring: Verify parts usage and monitor inventory levels with logistics.
• Operational Support & Compliance: Provide administrative support ensuring adherence to daily protocols, ETAs, and safety procedures.

Skills

Workload analysis

Scheduling optimization

Service call management

Vendor coordination

Dispatch optimization

Inventory monitoring

Compliance & admin

Job description

Job Title

ACTIVE POOLING: Service Call Coordinators/Ticket Analysts

Job Description

The 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.

Location

PHL Cebu City - Arcenas