Ticket Management specialist - WFM

Ticket Management specialist.

Your Role:

To optimize ticketing queue management through strategic and efficient allocation, follow-up and alignment with stakeholders, ensuring timely resolution of incidents reported.

Summary:

Experienced Ticketing management / workforce management professional with a strong background in ticketing queue management. Proven ability to analyze data, forecast workload, and schedule resources effectively to meet service level targets and enhance customer satisfaction. Dedicated to continuous improvement and implementing best practices to streamline processes and drive operational excellence.

Key Skills:

• Queue management optimization
• Data analysis and forecasting
• Resource allocation
• Performance monitoring and reporting
• Customer service orientation
• Problem-solving and decision-making
• Workforce planning and scheduling
• Analyze historical data and trends to forecast ticketing workload and highlight shortcomings to be solved to achieve minimize wait times and improve productivity.
• Developed optimized schedules to ensure adequate coverage and minimize wait times for incidents.
• Monitor real-time queue performance and make adjustments as needed to meet service level objectives.
• Conduct regular performance analysis and provide recommendations for process improvements.
• Collaborate with cross-functional teams to implement strategies for enhancing efficiency and customer satisfaction.
• Manage incoming ticket queue and prioritize tickets based on urgency and impact.
• Provide timely and accurate responses to client inquiries and issues.
• Escalate complex tickets to appropriate teams for resolution.
• Maintain detailed records of ticket status and resolution efforts – Facilitating buildup of the knowledge base.
• Experience with assisting in training new support staff on ticketing systems and procedures.
• Experience in managing authorization and Service requests.

Competences

• Any Graduate
• Previous experience of 5+ years in relevant role is necessary.
• Able to find root causes of issues and to solve these issues.
• You are a team player.
• Structured and precise.
• Good communication skills.
• You are fluent in English (both spoken and written).
• Work experience in an international environment is a pre.