Call Management Coordinator

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.

Receives and investigates quality control incidents and complaints via a call center ticketing process.

Investigates, troubleshoots and diagnoses standard / routine problems.

Collaborates with product team members to determine the course of action on product quality incidents and complaints.

Escalates complex problems through the standard escalation process.

Regularly informs customers of resolution status and progress, updating documentation as required.

Provides support, communication and tracking of product removals, recalls and withdrawals.

Responsible for ensuring that established KPIs are achieved.

Proactively monitors open calls to ensure fulfillment of contracted SLA agreements, taking remedial action when tickets go 'out of contract'.

Updates call history on the call management system and notifies customers about potential issues.

Responds to customer requests on ticket status and other concerns.