Call Management Analyst

The purpose of the Call Management Analyst role is to ensure the smooth progression of logged incidents and IMAC's throughout the incident lifecycle. To monitor queue activity, allocate unassigned incidents, book visits with Customers (if appropriate), ensure quality of cases is excellent and raise concerns regarding missing/incorrect information. Ensure Customers are kept updated throughout the lifecycle of the incident and deal with queries/concerns from Customers. To carry out 'positive call closure' with users once incidents have been service restored and correctly record the Customer Satisfaction Rating. Ensure that poor or unsatisfactory ratings are escalated to Scheduling & Assessment Team Leader.

To carry out initial vetting of HIMAC's before passing to Technical Team for them to be progressed. Arrange appointments for Engineers to attend in a timely manner, using thorough and logical planning to organise the Engineers workload. To handle Small Developments in conjunction with the Infrastructure Manager, assign work to Engineers and ensure changes are progressed smoothly.

Call Management also have responsibility to manage calls logged out to Third Parties. To become conversant in all support documentation and knowledgeable of supplier SLA's. To track progress of all Incidents open with that 3rd party and to anticipate breaches, handle minor escalation and report breaches or serious issues to the Call Management Team Leader.

To carry out daily reporting of potential incident/IMAC failures and report to appropriate Teams.

OUTLINE OF ROUTINE TASKS / DUTIES / RESPONSIBILITIES
* Monitor queue activity of specific Teams (assigned to individual Schedulers). Be fully aware of the movements within the queue and anticipate resource issues when assigning work.
* Pro-actively manage queues to anticipate SLA breaches and take timely action to prevent failures or escalate within appropriate timescales. Ensure clocks are stopped/started appropriately following incident management guidelines.
* Ensure Customers are fully updated with developments on all incidents/IMAC's either by e-mail or telephone.
* Respond to logged Airwave incidents within 1 hour of registration. Arrange visits as appropriate and ensure correct clock stopping procedures are followed.
* Raise quotations for chargeable work (as advised by Technical Team) and send to appropriate ITLO's for authorisation.
* Actively manage incident and IMAC queues and investigate outstanding/stagnant incidents/IMAC's to ensure they are quickly progressed.
* Escalate issues to Call Management Team Leader for investigation/action.
* Carry out 1st Vet of logged HIMAC's to ensure basic information is provided before passing to Technical Team.
* Arrange appointments for Technical/Airwave Engineers to attend sites for incidents/IMAC's, ensuring Customer availability and logical routes for Engineers.
* Carry out Positive Call Closure, including telephone/e-maile contact with users to identify customer satisfaction levels. Deal with any outstanding queries and escalate unresolved issues. Accurately record the Customer Satisfaction Rating and escalate poor/unsatisfactory ratings to Team Leader.
* Effective 3rd party management including, regular contact with 3rd parties to ensure smooth progression of incidents (ideally daily, no less than twice per week), communication with users to update on progression of incident, escalation of unresolved issues. Build close professional relationships with 3rd parties.
* Complete daily reporting to highlight potential SLA breaches on incidents/IMAC's. Highlight these breaches to Team Members/Team Leaders in a timely manner to avoid unnecessary SLA Failures.
* Any other duties required to meet the SLA's/KPI's and Business Objectives of the CSC.

The role will also include:-
* Working across all provision areas
* Quality checks on completed requests
* Documentation updates via the contracts team
* Updating Configuration and Contract team
* Escalation of requests within contractual requirements
* Correct use of RMS.
* 3rd party supplier management

Management of the following queues

Tech Team,
Infrastructure Team
Telecoms Team
Airwave Team
App Support Team
Field Support Team
Operations Team
Problem management
IMAC and Change management

Essential Experience/Skills

Excellent Organisational Skills

Excellent Communication Skills (both verbal and written)

Typing skills of at least 35 wpm

Desired Experience/Skills:

Good geographical knowledge of Devon and Cornwall

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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.