Case Manager

Case Manager

Collabera Technologies Private Limited
Bengaluru / Bangalore
5 - 7 Years
Not Specified

Job Description

Role Responsibility
The Case Manager will be responsible for monitoring the queue(s) to assign cases to engineers and will be able to work under pressure and effectively communicate with engineers and leadership team. Daily work assignments will come from the cases that customers open via web portal or phone support. Primary job function includes the following:
Check, validate and track assignment of cases.
Reassign cases to appropriate queue: network, region wise, etc.
Assign cases to appropriate engineer/queue
Be familiar with the service level agreements (SLAs) and the proper response times to call customers back on assigned cases
Notify the Managers before cases may fail the SLA. Ensure that cases potentially about to violate established SLAs are identified and corrected
Coordinate with other lines of service before transferring cases or accepting cases from other queues.
Look at available engineers on a 15-minute interval basis to determine who can be assigned a case on a given day. If enough resources are not available the Manager will be notified
Follow internal procedures for assigning and tracking cases. Validate proper case severity based upon standardized work processes. Contact appropriate engineer or alternate contact as identified in standardized work process.
Examine case audit trail
Monitor and report the condition of case queues as identified by management for cases which could fail service level agreements (SLA)
Maintain knowledge of applicable service level agreements.
Mentor new Case managers
Improve workload balance processes
Manage SR transfers to regional and global centers
Requirements
High school diploma, B.S. preferred
Flexible to work in shifts and weekends
Previous experience with a major service case system
Microsoft Office Suite Trained
Ability to apply office management practices and administrative support processes
Ability to work under pressure and tight deadlines
Ability to work independently and within a team environment
Outstanding communication and interpersonal skills required
Skill in the utilization of correct grammar, spelling, punctuation, and required formats
Effective communication skills - both written and oral
The ability to work independently and juggle simultaneous tasks
A+, Network +, Server+ or equivalent Microsoft certifications are a plus

Collabera is ranked amongst the top 10 Information Technology (IT) staffing firms in the U.S., with more than $550 million in sales revenue and a global presence that represents approximately 12,000+ professionals across North America (U.S., Canada), Asia Pacific (India, Philippines, Singapore, Malaysia) and the United Kingdom. We support our clients with a strong recruitment model and a sincere commitment to their success, which is why more than 75% of our clients rank us amongst their top three staffing suppliers.

Not only are we committed to meeting and exceeding our customer’s needs, but also are committed to our employees’ satisfaction as well. We believe our employees are the cornerstone of our success and we make every effort to ensure their satisfaction throughout their tenure with Collabera. As a result of these efforts, we have been recognized by Staffing Industry Analysts (SIA) as the “Best Staffing Firm to Work For for five consecutive years since 2012. Collabera has over 40 offices across the globe with a presence in seven countries and provides staff augmentation, managed services and direct placement services to global 2000 corporations.

For consultants and employees, Collabera offers an enriching experience that promotes career growth and lifelong learning. Visit www.collabera.com to learn more about our latest job openings.

Awards and Recognitions
--Staffing Industry Analysts: Best Staffing Firm to Work For (2016, 2015, 2014, 2013, 2012)
--Staffing Industry Analysts: Largest U.S. Staffing Firms (2016, 2015, 2014, 2013)
--Staffing Industry Analysts: Largest Minority Owned IT Staffing Firm in the US.

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