Job Description
ABOUT THE ROLE
The Incident Analyst monitors contact center operations in real time, manages incident triage, and ensures service level targets are consistently maintained. Acting as the first line of response for operational disruptions across multiple channels and markets, this role requires a highly independent professional who can seamlessly manage stakeholders and drive performance reporting during critical events.
KEY RESPONSIBILITIES
Real-Time Monitoring: Track queue performance across phone, chat, and email channels.
Incident Triage & Resolution: Assess incoming issues and independently resolve Level 1,2 and 3 incidents using established SOPs.
Escalation & Documentation: Route complex incidents to global support with full documentation and maintain accurate ITSM records.
Stakeholde...