ACTIVE POOLING: Service Call Coordinators/Ticket Analysts

Concentrix · Philippines · posted today ago

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About this role

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.