Operations Specialist - Workforce Management Help Desk

Job Summary:

We are looking for a detail-oriented and proactive professional to manage and monitor tickets related to ROTA, ensuring queries are handled efficiently and resolved within agreed timelines. The role involves ticket assignment, prioritization, follow-up, escalation, documentation, and reporting, while coordinating with relevant teams to ensure timely resolution.

Job Description:

• Monitor ticket queues and ensure timely assignment of incidents, service requests, and tasks.
• Prioritize tickets based on severity, impact, and SLA commitments.
• Track ticket progress and follow up with assigned teams for resolution.
• Escalate critical or overdue tickets to appropriate stakeholders.
• Ensure ticket documentation is complete and accurate.
• Generate ticket performance reports and identify trends.

Preferred candidate profile

Education: Any Graduate

Experience:

• Minimum 35 years of experience in ticket management, customer support or a similar service-oriented environment.
• Experience handling queries through ticketing systems; experience with any workforce management platforms is preferred.
• Strong communication, interpersonal, and coordination skills.
• Good understanding of ticket prioritization, escalation, follow-up, and SLA management.
• Solution-oriented, with a proactive approach to managing and resolving challenges.
• Strong attention to detail and ability to maintain accurate ticket documentation and records.