Job Order Detail

Description

ISM Canada is always looking for great people! If youre interested in working with leading-edge technologies, passionate about customer excellence and coming up with innovative business solutions, then we may have the career for you!

The Console Operations Coordinator is responsible for providing leadership and guidance to the Console Operations Team as well as identifying training and skill gaps and work with ISM Management to develop and deliver a plan to address them.

The position will monitor the daily work of the team including ticket quality. The position will observe telephone interactions and email exchanges identifying opportunities for service improvement. The position monitors team queues and assigns work to the team to ensure that incidents and requests are completed before SLAs are breached.

The position will identify areas for improvement/issues to the Manager and recommends solutions to improve customer service and delivery. The position interprets customer needs and makes recommendations to meet specific needs and to improve customer service.

The position will promote and champion Continuous Improvement with a focus to exceed customer expectations in the most effective and efficient way possible and will encourage team members to do the same.

To view the full job description or to submit your online application, visit the ISM Canada Careers portal: https://www.ismcanada.com/careers