General Summary: · Responsible for assigning and monitoring tickets to resolutions team and ensuring accuracy of all aspects ticket assignment for the team · Responsible for scheduling and work load balancing for the team · Responsible for co-ordination of tickets assigned to Resolution Teams; ensuring that all cases are closed within SLA. · Responsible for effecting improvements and maintaining team quality metrics at the required level. · Uses analytical skills to monitor trends and report on ...
Dell - 4 months ago
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