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Alarm Receiving Center Agent

SUNDUS RECRUITMENT & OUTSOURCING SERVICES LLC
1-4 years
Not Specified

Job Description


Job Description
JOB PURPOSE
Responsible for ARC alarm monitoring and operations, specifically by verifying alarms coming to ARC through a defined process and procedures and ensuring that information is passed on to the emergency services when required.
KEY ACCOUNTABILITIES & RESPONSIBILITIES
.Take/receive alerts and alarms and deal with them as per operational process and procedures.
.Verify alarms and pass on the true/validated alarms to the emergency services.
.Effectively understand the Alarm Management Software user guide and SOP process for all difference events, and ensure to handle all alarms within the appropriate Service Level Agreement (SLA).
.Monitor and help improve operations, including telephone handling at an individual level.
.Effectively communicate performance problems, issues and associated risks solve problems quickly document common problems and maintain a shift issues log if needed and manage work efficiently in collaboration with superior and colleagues.
.Escalate operational problems to next level, when appropriate, and follow-up to learn how problem was resolved.
.Assist in ARC reporting, as well as contribute in discussions and formulation of ideas to further improve/enhance ARC process efficiency and meeting SLAs
.Understand how customer satisfaction and productivity improvements are measured through ARC operation and help ensure that they are being achieved.
.Assist in the identification/training/coaching/mentoring/developing of new ARC operators.
Requirements
.Bachelor's degree or diploma in relevant discipline
  • At least 1 year of experience in an operations room, call center position, help desk or control room position

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