| Handle inquires | Receive inquiries by email | Receive inquiries by portal | Receive inquiries by phone | Log ticket | Dispatch or resolve ticket according to work instructions | ||||
3-6 | 3-6 | 3-6 | 3-6 | 4-6 | |||||
Manage inquiries | Check agent dashboard every day to monitor ticket status | Follow-up pending tickets | Prioritize high severity or escalated tickets | Report big issue with high impact to manager | |||||
3-6 | 4-6 | 4-6 | 5-6 | ||||||
Execute in processes, services and scope | Plan for and introduce decided changes | Train, guide and instruct team members in new procedures | Supervise execution of new procedures | Register performance and compliance issues | |||||
5-6 | 6 | 6 | 6 | ||||||
Monitor & analyze team’s performance | Check and secure all tools/applications are working properly | Monitor ticket/call volume and remind manager to adjust resouces if necessary | Check ticket quality and Solidus report on regular basis | Handle business esclations and complaints | |||||
5-6 | 6 | 6 | 6 | ||||||
Provide support or perform tasks in proj | Understand the purpose of team projects | Provide necessary support as required | Perform assgined task as required | Summarize and share project experience | Lead a project | ||||
5-6 | 5-6 | 5-6 | 6 | 6 | |||||
Initiate improvement activities | Indentify performance gaps towards targets and assist manager to initiate improvement activities | ||||||||
6 |
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