Senior 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

• Serves as senior investigator for service delivery, quality control and related incidents.
• Addresses missed SLAs, detects recurring causes and proposes 'get well' plans, taking the lead to ensure actions are performed as required.
• Performs root cause analysis to prevent incident recurrence.
• Develops temporary alternative measures (Workarounds) to ensure continued service until definitive solution is achieved.
• Provides technical guidance and support for less experienced team members.
• Performs historical data analysis to identify and mitigate potential issues before they occur.
• Proposes changes to improve problem solving and incident resolution.
• Serves as the customer's single point of contact on escalations.
• Organizes and leads / participates in conference calls to ensure issue resolution and appropriate customer / stakeholder engagement.

Qualifications

Required Qualifications

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.

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

Skills Required

Ms Excel, Root Cause Analysis, Call Management