Customer Support Desk-Shift Coordinator- BASIS Full-time Job

The Role Will Coordinate Shifts Coordinate and manage shift workloads and resource allocation Field questions of associates, and (help) determine priorities and case/ticket assignment Monitor team performance to ensure high customer satisfaction Ensure knowledge is documented and secured and documentation is of high quality Maintain VIP lists, exceptional inbound channel handling and coordinate exceptions and escalations Ensure proper communication between the CSD and other ECS, PC3 and SAP stakeholders Provide coaching and training to associates when necessary Ensure associates follow proper processes and procedures Interface with regional CoE Leads Coordinate continual improvement and other CSD related initiatives Work together with the global head to define and manage best practices and procedures Create performance, service level and organizational level reports for management Participate in meetings with management to discuss customer and team needs and concerns