Queue Manager

«out Us VMware is the leader in cloud infrastructure, business mobility, and virtualization software. A pioneer in the use of virtualization and policy-driven automation technologies, VMware simplifies IT complexity across the entire data center to the virtual workplace, empowering customers with solutions in the software-defined data center to hybrid cloud computing and the mobile workspace. With 2014 revenues of $6.04 billion, VMware has more than 500,000 customers, 75,000 partners, and 18,000+ employees in 120+ locations around the world. At the core of what we do are our employees who deeply value execution, passion, integrity, customers, and community. Want to be part of a compassionate community that thrives on architecting what's next in IT? Learn more at Role Responsibility The Case Manager will be responsible for monitoring the queue(s) to assign cases to engineers and will be able to work under pressure and effectively communicate with engineers and leadership team. Daily work assignments will come from the cases that customers open via a web portal or phone support. Primary job function includes the following: Check, validate, and track assignment of cases. Reassign cases to appropriate queue: SME, region-wise, etc. Assign cases to appropriate engineer Monitor the incoming case queues regularly. Assess the requirement and assign the case. Be responsible for generating a daily report on the status of cases Be familiar with the service level agreements (SLAs) and the proper response times to call customers back on assigned cases Notify the Managers before cases may fail the SLA. Ensure that cases potentially about to violate established SLAs are identified and corrected Coordinate with other lines of service before transferring cases or accepting cases from other queues. Look at available engineers on a 15-minute interval basis to determine who can be assigned a case on a given day. If enough resources are not available the Manager will be notified Follow internal procedures for assigning and tracking cases. Validate proper case severity based upon standardized work processes. Examine case audit trail Monitor and report the condition of case queues as identified by management for cases which could fail service level agreements (SLA) Maintain knowledge of applicable service level agreements. Monitor and report to management long term trends of queues for SLA compliance Provide advice on potential process improvement for the general case and queue management Improve workload balance processes Manager SR transfers regional and global centers Requirements Graduate or Diploma 3+ years of previous experience with a major service case system Ability to apply office management practices and administrative support processes Ability to work under pressure and tight deadlines Ability to work independently and within a team environment Outstanding communication and interpersonal skills required Effective communication skills - both written and oral Ability to multi-task VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. VMware will provide reasonable accommodation to employees who have protected disabilities consistent with local law. Category : Client Support Subcategory: Technical Support Experience: Manager and Professional Full Time/ Part Time: Full Time Posted Date: 2023-02-21 VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at http://careers.vmware.com. Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.