Global Resource Specialist/Incident Manager – Charlotte, NC

Location: Charlotte
Posted on: April 25, 2024

Job Description:

POSITION: Global Resource Specialist/Incident Manager – Charlotte, NC

NUMBER OF OPENINGS: 2

LOCATION: Charlotte, NC

JOB TYPE: Contract to Hire/Direct Hire

CONTRACT DURATION: 90 days minimum for contract to hire prior to conversion to FTE.

COMPENSATION: $14 - $19 per hour

SHIFTS AVAILABLE: US Time Zone(10:00am-7:00pm EST), European Time Zone (3:00am-12:00pm)EST. Additional weekend and holiday on-call rotation responsibilities

ESTIMATED START DATE: 1/12/15

This client prefers a contract to hire situation but is willing to consider candidates who are only interested in a direct hire.

The primary goal of the Global Resources Specialist is to monitor and manage subcontractor-related service calls, domestic and international, in conjunction with the Area Service Manager (ASM) of the International Warehouse, the other members of the Global Resources Specialist Team, and any necessary internal support resources to ensure accurate and expedient incident closure.

- Ensures all partner-related calls meet Service Level Agreements (SLAs) as specified in the customer contract.

- Identifies Subcontracting-related incidents that require involvement of Subject Matter Experts, Service Management and/or Senior Management and facilitates resolution

- Ensures that Call Center Agents dispatch the correct partner in a timely manner and proper follow-up times are set

- Works closely with the Call Center management team to advise of contracts that require special attention; recommends coaching advice for Call Center Agents; and corrects any contract notes that will prevent possible points of failure

- Identifies incidents that may be handled by a local office or Logistics and communicates with Field Service Managers and Regional Service Directors for best course of action

- Monitor and measure incident service metrics and ongoing communications throughout the lifecycle of subcontracted incidents.

- Coordinate and document all communications between SMS, Client, and Subcontractor

- Evaluate and report on partner performance and recommend corrective action as needed

- Participate in the Root Cause Analysis process where Partner involvement is indicated

- When there are no active Partner issues to attend to, the Global Resources Specialist will work on special projects as assigned by the ASM of the International Warehouse, including but not limited to:

- Assist in research as needed for recruiting and on boarding of new Partners

- Assist in development of a Partner Relations Best Practices Policy

- Assist with various projects, such as defining, creating, revising and implementing various Partner processes.

Knowledge of:Advanced customer service and service delivery practices especially, subcontractor/vendor vetting and on-boarding; incident and escalation management; and, customer relations and project management.

Training and Experience:

- Four-year College Degree and three years of call center or customer service experience, or an equivalent combination of training and experience.

- Experience with customer service/dispatch in a high volume technical environment is highly desirable.

- Technical knowledge of End User Computing and Server support is desirable.

If you are interested or know of anyone who might be please send an updated resume to: pmartin@smartsource-inc.com

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