Responsibilities include:
Duty Manager Role:
- Act as an escalation point for Client customers, partners, and internal stakeholders among multiple business entities across CX.
- Assess the needs of a given support requirement and prioritize to ensure cases are handled at the correct resource level and with appropriate focus.
- Capture escalations in a tracking log, ensuring they are completely documented and successfully resolved.
- Act as a central point of coordination and communication, prioritizing and facilitating efforts to minimize impact and restore business operations during BCP events.
- Ensure that IT and cross-functional resources are properly engaged to resolve any critical application, network, or tool outages, and provide communications to the organization regarding the outage.
- Review escalation data, identify trends and key business indicators, and present observations and recommendations to senior leadership.
- Expertly master all logistics, and other CX processes and tools to provide a high level of customer support.
- Assist customers with Service Requests and engage with other Customer Teams, ensuring follow-up on each request and solution provided.
- Follow up on existing Service Requests and RMAs for all open cases.
- Take responsibility for the overall delivery of GFEP deliverables, prioritizing cases where appropriate.
- Responsible for achieving all metrics for the respective customer/partner, as defined by management, with a particular focus on customer satisfaction.
