Customer care analystAvid Technology
Workplace: MetroManila, Manila
Salary: Agreement
Work form: Full time
Posting Date: 17/11/2023
Deadline: 09/10/2022
It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
Customer Care Analyst
ABOUT AVID
Avid makes technology and collaborative tools so creators can entertain, inform, educate, and enlighten the world. Our customers are the visionaries behind the most inspiring feature films, television programs, news broadcasts, televised sporting events, music recording and live concerts.
To learn how Avid powers greater creators or for more information, visit .
ABOUT THE TEAM
Avid Technology is looking for a Customer Relationship Management Coordinator (CRMC) to join the Avid Customer Care team in a position that will be based in Manila, Philippines. The Avid Customer Care (CC) team is comprised of Support, Customer Care, Return Materials Administration and CSA (Customer Service Administration) teams across the globe. The Avid CC team delivers high quality and high value support to our customers to address their technical and license/registration/entitlement needs by resolving challenges, minimizing downtime, and providing warranty support for HW replacement. This is a great opportunity for someone with a balance of technical and process analysis skills to help assist the Avid CC team to successfully serve and support our customers.
JOB SUMMARY
At Avid, every role has a significant impact and is an integral part of realizing our mission. This CRMC position will be responsible for working with Avid CC management to monitor each agent's activity, report and address behaviors that deviate from expectations and make necessary adjustments to meet service level goals within the parameters of our Salesforce Lightning migration and new support suite of tools. Avid continues to invest in technology for telephony, omnichannel, digital and other tools to drive a positive support experience for Avid customers, whether a large Enterprise, a Channel partner, or a direct End User/Individual Creative.
Additionally this role will be responsible for/to:
Consult with Avid Customer Care management to identify, define and document processes, improvement needs and objectives from a queue management perspective
Coordinate, plot and manage schedules of the entire team 24*7 at least a month in advance; this includes facilitation of meetings, if necessary, between relevant parties to ensure all are in sync with schedules along with publishing the schedules so it's easily accessible to all GCC employees.
Create a schedule database that will allow all employees to check their respective schedules real time to ensure product coverage and knowledgeable resource availability.
Mine data and call trends for scheduling improvements
Mine data for case trends, design pre-emptive warnings for cases likely to escalate and develop real-time visibility to enable improved case backlog management.
Immediately report any agent issues (behavioral or otherwise) to respective team managers that is related to schedule adherence.
Any off-phone activity that is not pre-planned will be approved by the CRMC or Team Leader. It is the responsibility of the CRMC or Team Leader to ensure that all relevant parties are made aware of any schedule deviations the agent's time for the exact duration of the exception.
Work flexible day shift hours that allows interactions with all shifts.
Create a CRMC Backup program to ensure that his/her position has redundancy in the event of any unplanned absences so there are no gaps in queue management.
The CRMC's core function is to ensure that all agents are adhering to their scheduled activity in their work schedules and that all Critical/Urgent/Time Bound SLAs are being consistently met by Technical Support agents globally.
Provide feedback and guidance to help build a stronger, more efficient team that is providing an exceptional customer experience.
Provide weekly/monthly/quarterly summary of key product coverage gaps to ensure management awareness and work with Managers to resolve said issues via hiring, training, scheduling modifications, etc.
About You:
An ideal candidate will have:
Minimum of at least 2 years' experience as a call management coordinator where experience includes strong knowledge of queue and project management and the understanding and use of Avaya and or related phone system applications required.
Knowledge of application software including presentation, spreadsheet, flow charting and word processing applications required.
Ability to interact at all levels of management required.
Ability to work independently with minimal supervision required.
Strong time management and organizational skills required.
Excellent English verbal and written communication skills required.
Strong attention to detail and high quality of work required.
Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Avid Technology
We're committed to bringing passion and customer focus to the business.
Customer Care Analyst
ABOUT AVID
Avid makes technology and collaborative tools so creators can entertain, inform, educate, and enlighten the world. Our customers are the visionaries behind the most inspiring feature films, television programs, news broadcasts, televised sporting events, music recording and live concerts.
To learn how Avid powers greater creators or for more information, visit .
ABOUT THE TEAM
Avid Technology is looking for a Customer Relationship Management Coordinator (CRMC) to join the Avid Customer Care team in a position that will be based in Manila, Philippines. The Avid Customer Care (CC) team is comprised of Support, Customer Care, Return Materials Administration and CSA (Customer Service Administration) teams across the globe. The Avid CC team delivers high quality and high value support to our customers to address their technical and license/registration/entitlement needs by resolving challenges, minimizing downtime, and providing warranty support for HW replacement. This is a great opportunity for someone with a balance of technical and process analysis skills to help assist the Avid CC team to successfully serve and support our customers.
JOB SUMMARY
At Avid, every role has a significant impact and is an integral part of realizing our mission. This CRMC position will be responsible for working with Avid CC management to monitor each agent's activity, report and address behaviors that deviate from expectations and make necessary adjustments to meet service level goals within the parameters of our Salesforce Lightning migration and new support suite of tools. Avid continues to invest in technology for telephony, omnichannel, digital and other tools to drive a positive support experience for Avid customers, whether a large Enterprise, a Channel partner, or a direct End User/Individual Creative.
Additionally this role will be responsible for/to:
Consult with Avid Customer Care management to identify, define and document processes, improvement needs and objectives from a queue management perspective
Coordinate, plot and manage schedules of the entire team 24*7 at least a month in advance; this includes facilitation of meetings, if necessary, between relevant parties to ensure all are in sync with schedules along with publishing the schedules so it's easily accessible to all GCC employees.
Create a schedule database that will allow all employees to check their respective schedules real time to ensure product coverage and knowledgeable resource availability.
Mine data and call trends for scheduling improvements
Mine data for case trends, design pre-emptive warnings for cases likely to escalate and develop real-time visibility to enable improved case backlog management.
Immediately report any agent issues (behavioral or otherwise) to respective team managers that is related to schedule adherence.
Any off-phone activity that is not pre-planned will be approved by the CRMC or Team Leader. It is the responsibility of the CRMC or Team Leader to ensure that all relevant parties are made aware of any schedule deviations the agent's time for the exact duration of the exception.
Work flexible day shift hours that allows interactions with all shifts.
Create a CRMC Backup program to ensure that his/her position has redundancy in the event of any unplanned absences so there are no gaps in queue management.
The CRMC's core function is to ensure that all agents are adhering to their scheduled activity in their work schedules and that all Critical/Urgent/Time Bound SLAs are being consistently met by Technical Support agents globally.
Provide feedback and guidance to help build a stronger, more efficient team that is providing an exceptional customer experience.
Provide weekly/monthly/quarterly summary of key product coverage gaps to ensure management awareness and work with Managers to resolve said issues via hiring, training, scheduling modifications, etc.
About You:
An ideal candidate will have:
Minimum of at least 2 years' experience as a call management coordinator where experience includes strong knowledge of queue and project management and the understanding and use of Avaya and or related phone system applications required.
Knowledge of application software including presentation, spreadsheet, flow charting and word processing applications required.
Ability to interact at all levels of management required.
Ability to work independently with minimal supervision required.
Strong time management and organizational skills required.
Excellent English verbal and written communication skills required.
Strong attention to detail and high quality of work required.
Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Avid Technology
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Manila City, Metro Manila
Permanent
Full-time
Permanent
Full-time
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