- Assign cases to Associates dependingon the supported segment/POD keeping sense of urgency for cases tagas Critical by the severity of the issuereported.
- Keep constant monitoring of thedifferent types of queues. Help and support staff when Associatesis not ready to take cases (System Issue / Leave / Trainings /Backlog Management).
- Resolves issues related tomisrouted cases and transfers to the correct area of support, thisincludes changes in the skill for front line ambassadors toguarantee the internal assignation of thecase.
- Criticalthinking:
- The dispatcher will identify urgentcases based on Issue Description.
- Thedispatcher will assign the case to an available associate forimmediate contact.
- The dispatcher will notifycase owner ASM and MOD on internal channels when assigning anurgent case.
- MOD will follow up to make surecontact is made within 15-30 minutes of caseassignation.
- Action needs to be executed anddocumented on a weekly basis.
- Attending regularsync meetings with ASM to share finding and areas of opportunityfor case assignation and SLAimprovement.
- Automate report to reduceinefficiencies in our assignationduties.
- Coordinate activities to collect,analyze and report information.
- Communicateattendance, time availability, known issues among othertopics.
- Adhere to Concentrix policies andculture values.
- Excellent knowledge of MicrosoftOffice Suite
- Cloud BasicKnowledge
- Average communicationskills
- Above average numerical and analyticalability
- Self-starter andindependent
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Dispatcher - Dubai, United Arab Emirates - Concentrix
Description
About the job
JobTitle:
Dispatcher
JobDescription
The role of theDispatcher consists of being responsible of the distribution of theworkflow of the LOB for critical and non-critical cases to frontline Associates. Their duties include monitoring the differenttypes of queues in the LOB, document negative trended behaviors andreport it, report and transfer misrouted cases to their supportareas, a Dispatcher collaborates to SLA improvements andconsistency within the organization.
Dutiesand Responsibilities
Skills: