Case Manager | Bangalore @ Softsol

Job Description

Hi,

We are hiring for Case Manager/ Deputy Manager position for our client VMware at Bangalore location. At present it is WFH.

Role Responsibility

The Case Manager will be responsible for monitoring the queue(s) to assign cases to engineers and will be able to work under pressure and effectively communicate with engineers and leadership team. Daily work assignments will come from the cases that customers open via web portal or phone support. Primary job function includes the following:

• Check, validate and track assignment of cases.
• Reassign cases to appropriate queue: network, region wise, etc.
• Assign cases to appropriate engineer
• Monitor the incoming case queues on a regular basis. Assess the requirement and assign the case. Be responsible for generating a daily report on the status of cases
• Be familiar with the service level agreements (SLAs) and the proper response times to call customers back on assigned cases
• Notify the Managers before cases may fail the SLA. Ensure that cases potentially about to violate established SLAs are identified and corrected
• Coordinate with other lines of service before transferring cases or accepting cases from other queues.
• Look at available engineers on a 15-minute interval basis to determine who can be assigned a case on a given day. If enough resources are not available the Manager will be notified
• Follow internal procedures for assigning and tracking cases. Validate proper case severity based upon standardized work processes. Contact appropriate engineer or alternate contact as identified in standardized work process.
• Examine case audit trail
• Monitor and report the condition of case queues as identified by management for cases which could fail service level agreements (SLA)
• Maintain knowledge of applicable service level agreements.
• Monitor and report to management long term trends of queues for SLA compliance
• Provide advice on potential process improvement for general case and queue management
• Mentor new Case managers
• Improve workload balance processes
• Manager SR transfers regional and global centers

Interested candidates can share profiles to Us******************m@so****l.com

Job Classification

Industry: Miscellaneous
Functional Area: Other,
Role Category: Other
Role: Other
Employement Type: Contract

Education

Under Graduation: Any Graduate
Post Graduation: MCA in Computers

Contact Details:

Company: Softsol India
Address: SEZ IT/ITES, HILL NO.2, PLOT NO.6, RUSHIKONDA,, MADHURAWADA, Visakhapatnam, Andhra Pradesh, Visakhapatnam, Andhra Pradesh, India
Location(s): Bengaluru

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Keyskills:   queue management process improvement