Service Management AssociateVirtualVocations • Erie, Pennsylvania, United States
Service Management Associate
VirtualVocations • Erie, Pennsylvania, United States
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A company is looking for a Service Management Associate to join their team.
Key Responsibilities
Oversee daily call queue performance, ensuring coverage and adherence to SOPs
Generate reports and dashboards related to call metrics and SLA compliance
Assist the Service Management team with trend analysis and process documentation
Required Qualifications
Strong knowledge of ConnectWise Manage and similar call routing systems
Familiarity with call center metrics such as SLA attainment and staffing adherence
Experience with contact center or ITSM tools
Working knowledge of ITIL concepts as they apply to MSP operations
Organizational and conflict-resolution skills
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Management Associate • Erie, Pennsylvania, United States
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