Duty Manager/ Escalation Coordinator

Job Summary:

Duty manager supports a major client’s escalation processing through professional communications and issue resolutions. Duty manager receives multiple tasks and work assignments from supervisors and managers with the ability to process in a timely and efficient manner. The position maintains and updates a database with all appropriate information gathered as a result of customer contact. Duty manager supports quality assurance efforts and process improvement.

Responsibilities:

• Act as an escalation point for customers, partners, and internal stakeholders among multiple business entities.
• 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 making sure they are completely documented and successfully resolved.
• 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 our escalation data, identify trends & key business indicators, and present observations & recommendations to senior leadership
• Provide Customer with resolution in line with agreed KPI’s and/or SLAs.
• Root cause analysis.