Process Improvement Coordinator
hace 6 días
Job Description
Suitable candidates should have a good understanding of Order Management processes and procedures.
The role requires excellent communication and problem-solving skills, as well as the ability to work effectively in a team environment.
Responsibilities
- Meet established individual targets including service level, resolution, productivity, and quality standards.
- Provide timely and effective resolutions to customer inquiries.
- Manage a team of ~15 executives and provide guidance and support to the team.
- Monitor overall requests resolved vs pending requests and ensure that target SLAs are met.
- Assist Assistant Managers in preparing mitigation plans, staffing, productivity, and absenteeism.
Requirements
- Experience in Order Management Process in a help desk set up.
- Bachelor's degree in any discipline.
- Efficiency in MS Excel is a plus.
- Knowledge on CRM & Ticketing Tools is a plus.
- Good Written & verbal communication skill is desired.
- Good knowledge on KPI's and SLA's.
- Acumen for quality at work.
- Ability to work with cross-functional teams for early resolution.
Salary
'15,000.00 - '50,000.00 per month
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