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Allocator - Northampton [29/11/2009]
Job Purpose
To ensure effective planning of engineers’ allocation in areas of the UK. Maximise productivity of engineers in terms of number of calls and appropriate skills sets and manage the on site delivery of service to meet Phoenix contractual commitment.
Key Responsibilities
Allocates engineer resources to ensure the meeting of customers SLA’s.
Where appropriate ensure that engineer skill set matches request of Vetting Department.
Escalate all calls to Allocation Team Leader or Allocation Manager where contractual SLA will not be delivered.
Ensure all engineers within their area have the next day calls
allocated before close of business day.
Ensure that all engineer visits required OOH are recorded and passed to the Allocation / Duty Manager.
Provide assistance to other Allocators, as required, to ensure that all calls are processed within contractual SLA’s.
Answer all telephone calls from hunt group as quickly as possible.
Works as a member of the Allocation team to provide the most effective method of delivering service.
Provide ETA’s to the customer teams as required.
Taking accurate updates via the telephone and accurately delivering them to MXP.
Knowledge/Qualifications/Experience
Call Management Experience
Advanced knowledge of telephone system
Basic literacy
Geographic understanding of the UK
Understanding of travel times between destinations
Ability to understand impact of traffic issues and find resolutions
Skills
PC Literate
Decision making
Organisation and Planning
Interpretation of data & actions
Effective communication
Prioritisation
Problem solving
Behaviour/Attitude
Assertive
Team player
Co-operative
Flexible
Attention to detail
Can work under pressure
Self motivated
Job Type:
Permanent
Location:
Jobs Site Search
Salary:
[n/a]
Date available:
now
Company:
Phoenix IT Services
Company Description:
Phoenix IT Services delivers a range of service solutions across the entire spectrum of corporate ITC requirements. From cost per call based break fix maintenance to sophisticated managed service capability, Phoenix has the ability to deliver the support you and your customers need within a tailored set of service levels.
Company Website:
[n/a]
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