Senior Operations Coordinator OSG

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Senior Operations Coordinator OSG

About the role

As a Senior Operations Coordinator, you will be responsible for managing colleagues in the service at ticket/request level in a contractual services deal (e.g. arranging appointments with users, ensuring optimal workload). Your region of coverage will be within specific geographic boundaries. You and, where required, your associated team(s) may be dedicated, or operate as part of a wider team of Operational Delivery Managers, responsible for one or more accounts.

Annual compensation : $67K - $94K USD

What you'll be doing

You will operationally manage employees and teams at a work package level in a Contractual Services deal. You will also act as the first point of contact for technical content for onsite service personnel and customers in this area of responsibility by ensuring efficient and quality‑assured service delivery of entire work packages as well as IMAC or Break & Fix services. You will be required to support responsible teams in case of technical problems, e.g. in route cause analysis, and provide suggestions for continuous improvements on an operational level (ticket/request level), taking customer satisfaction into account. You will assess and assign up customer complaints or risks in service delivery and forwards them to the responsible parties with a high sense of urgency.

Customer Management

• Possess knowledge of all key contacts/stakeholders for ensuring service delivery in the medium term - Provide support to the Service Management & Delivery Lead in following or further developing the CC customer strategy - Will advises the customer on an operational level to continuously develop SOPs / procedures.
• Implement operational measures to increase customer satisfaction.
• Independently check whether the measures introduced increase customer satisfaction. Provide feedback to service management/delivery leadership if necessary.
• You will receive, process and respond to customer complaints in accordance with defined complaint management.