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    Dispatcher - Dubai, United Arab Emirates - Concentrix

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    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

    • 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.

    Skills:

    • Excellent knowledge of MicrosoftOffice Suite
    • Cloud BasicKnowledge
    • Average communicationskills
    • Above average numerical and analyticalability
    • Self-starter andindependent

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