Associate, Operations

Overview

Associate, Operations role at Concentrix in Bangalore, focused on maintaining service levels, assigning cases to engineers and managing customer callbacks and escalations.

What you'll do

• Maintain service level agreement for new cases.
• Assign cases out to the appropriate engineers within the defined SLA.
• Provide accurate response on severity issues, expired and misroute cases.
• Work hand in hand with the Team Managers in identifying engineers who can work on providing accurate solution to customer issue and escalated cases.
• Ensure callback expectations are met and not missed for abandoned cases in queue.
• Work with DM's in other support groups to get customers the right support team when required.
• Address issues via all available modes of communication like phone lines, email alias and communicator.
• Inform the customer on when they will be contacted if a callback is missed and then inform the engineers about the re-set callback expectations.
• Make sure cases are moved to engineers with the bandwidth (as and when possible) to do the callbacks.
• Inform the engineers on how to get in touch with the teams they would want to collaborate with to reach a solution for the customer's issue.
• Take an active role in identifying changes that could improve our level of service for customers.
• Engage managers during high customer impact situations.

What you'll need

• Open to work in shifts.
• Good communication skills.
• Ability to manage critical situations.
• Ability to manage high workload situations.
• Good interpersonal skills.
• Technical inclination.
• Ability to prioritize tasks in real time.
• Ability to multitask.
• 3+ years experience in any industry with required above skillsets.
• Education: Graduate / Undergraduate.

Details

• Location: IND Bangalore - 55, Divyasree Towers, Bannerghatta Main Road.
• Time type: Full time.