Job TitleTicket Management specialist - WFM
Job Description
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.
What We Do
Vanderlande is the global market leader for future-proof logistic process automation at airports. The company is also a leading supplier of process automation solutions for warehouses and in the parcel market.
Vanderlande’s baggage handling systems are capable of moving over 4 billion pieces of baggage around the world per year. Its systems are active in more than 600 airports including 12 of the world’s top 20. More than 52 million parcels are sorted by its systems every day, which have been installed for the world’s leading parcel companies. In addition, many of the largest global e-commerce players and retailers have confidence in Vanderlande’s efficient and reliable solutions.
The company focuses on the optimisation of its customers’ business processes and competitive positions. Through close cooperation, it strives for the improvement of their operational activities and the expansion of their logistical achievements. Vanderlande’s extensive portfolio of integrated solutions – innovative systems, intelligent software and life-cycle services – results in the realisation of fast, reliable and efficient automation technology.
Established in 1949, Vanderlande has more than 7,500 employees, all committed to moving its customers’ businesses forward at diverse locations on every continent. With a consistently increasing turnover of 1.8 billion euros, it has established a global reputation over the past seven decades as a highly reliable partner for future-proof logistic process automation.
Vanderlande was acquired in 2017 by Toyota Industries Corporation, which will help it to continue its sustainable profitable growth. The two companies have a strong strategic match, and the synergies include cross-selling, product innovations, and research and development.
