Associate Call Management Coordinator

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.

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.
  
  

Qualifications

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
  
  

About Us

Why should you join Diebold Nixdorf

Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.

–Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.

• To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**
  
  

We are a global Company operating in multiple Locations and Entities. As we are keen to find the best solution for our candidates several legal entities might be applicable for a Job offer. A List of our operating entities can be found here - https://www.dieboldnixdorf.com/en-us/about-us/global-locations