Operations Coordinator

24 hours ago

Islamabad, Islamabad, Pakistan beBeeDispatch Full time 8,000,000 - 12,000,000
Job Title: Field Dispatch Queue Manager

The Field Dispatch Queue Manager oversees all field service requests, incidents, and problems while managing support operations and scheduling. This position ensures adherence to service-level agreements (SLAs) by coordinating with internal teams and subcontractors, developing ticket escalation processes, and performing quality assurance checks.

Key Responsibilities:
  • Oversee all requests, incidents, and problems.
  • Manage and coordinate urgent and complicated support issues.
  • Act as escalation point for all requests and incidents.
  • Develop and mature ticket escalation processes to ensure free flowing escalation and information within the organization.
  • Assist in determining root cause of issues and communicate appropriately to internal and external customers and team members.
  • Manage scheduling of Field Technicians to meet customer SLA requirements.
  • Provide onboarding, training, and support for Field Technicians.
  • Perform staff scheduling to ensure support coverage during all shift hours and on-call periods as required.
Required Skills and Qualifications:
  • 5+ years' experience with PC systems, related peripherals, common software programs, and Operating Systems.
  • Previous experience in leading a team of support desk professionals with a focus on efficiency and documented success.
  • Strong interpersonal and customer service skills.
  • Ability to communicate internally and externally on all levels and through all mediums.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Ability to work and adapt to change in a fast-paced environment.
  • Excellent written and verbal communication skills.
Benefits:

We offer a comprehensive benefits package that includes employee life insurance, health coverage for employees, spouse, and children, along with optional discounted coverage for parents. Additional benefits include Voluntary Pension Fund Scheme, EOBI, complimentary meals, and access to an in-house gym.

Other Information:

We are committed to fostering an inclusive and diverse workplace where every team member is valued and supported. We take pride in being an equal opportunity employer and are dedicated to maintaining a workplace free from discrimination of any kind. If you're passionate about driving innovation in IT, sales, engineering, or operations, we provide a dynamic and collaborative environment to grow your career.

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