Support Service Coordinator

Role Summary

You will manage task assignments end-to-end—making sure the right worker is assigned to the right task on time, at the right cost, and with clear communication. This is a fast-paced role where delays, wrong decisions, or poor follow-ups directly impact operations.What Success Looks Like (KPIs):Skills That Matter:

• Task Assignment (Core of the Role):
• Monitor incoming tasks continuously during your shift
• Assign workers within defined time limits (SLA)
• Ensure no task remains unassigned or delayed
• Act quickly if initial assignment fails (find alternatives)
• Smart Worker Selection:
• Choose workers based on availability, cost, and past performance
• Prefer the most cost-effective worker who can do the job well
• Contact workers to confirm availability before assignment
• Expand search when required to avoid delays
• Cost & Budget Control:
• Follow defined budget rules before assigning any task
• Negotiate rates where needed
• Record valid reasons if cost exceeds budget
• Communication & Updates:
• Monitor emails, chats, and system updates throughout the shift
• Share timely updates with internal teams and customers
• Provide worker details and task status clearly
• Issue Handling & Escalation
• Raise issues immediately if a task is at risk of delay
• Follow escalation steps when needed
• Coordinate with teams to resolve blockers quickly
• Worker & Data Management:
• Assign only trained and approved workers
• Keep worker availability updated
• Ensure all task updates are correctly recorded in the system
• Tasks assigned within SLA (on time)
• High task completion rate with no delays
• Cost within budget for most tasks
• Accurate system updates (no errors)
• Fast response across communication channels
• Proactive issue handling (not reactive)
• Quick decision-making
• Strong follow-up and ownership
• Clear communication
• Ability to work under pressure
• Attention to detail