Operations Coordinators are our contracted client's first line of contact for asking for technical support. They act as a liaisation between the customer and the operations team, maintain multiple queues for incoming tasks and assign tasks to each one of the operations team, follow them up, and make sure they meet the required response time. Also he/she'll be responsible of preparing multiple reports about the team performance both internally and for customers.
Duties and responsibilities:
Ensure The queue has a reasonable number of tickets.
Handle multiple queues based on ticket severity.
Prioritize tickets in the queue to meet SLA time requirements.
Ensure tickets are handled in a timely and efficient manner.
Schedule and coordinate all service requests as a request is received either via mail or call.
Break down large tasks into smaller ones, follow them up, and ensure the task delivery.
Be the first line (or single point of) contact for customers in emergencies.
Participate in the on-call rotation to assist with after hours emergencies.
Oversee the operations process as a whole and suggest enhancements, monitor KPI’s, ... etc.
Prepare and send reports to direct mangers and customers as needed.
Monitor and coordinate technical operations to meet customer expectations and company goals.
Ensure compliance with company standards and procedures.
Self-managed and self-motivated.
Time management skills.
Ability to work under pressure and respond to emergency situations efficiently.
Excellent communication skills.
Ability to handle non-satisfied customers.
Customer Service skills.
Education and certificates:
IT background is appreciated as it will help you with deeper understanding of what we do, and more effective communication with our technology-oriented targeted audience.
Fluent computer and internet user.
Excellent English language, both oral and written.
Excellent business writing skills.