Staff, Business Operations (Voice and Chat Process)

Intercontinental Exchange · Pune

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Job Purpose

The Scheduling Coordinator is a key role in facilitating the assignment of notaries. This role and process spans the service lifecycle acting as the facilitator between the signing agents, schedulers, and our clients at both a strategic and tactical level.

Responsibilities

• Facilitating the assignment of vendors to clients.
• High volume outbound calls, emails, and texts.
• Negotiation of fees with vendors to maintain average vendor cost goal set by client/team expectations.
• Maintain average gross profit that is pre-determined by TCX on a per client basis. 
• Ability to work under strict deadlines aligned with our Service Level Agreements (SLA).
• Ensuring assigned vendors meet or exceed TCX/Client requirements.
• Misc./Other – There may be times when management will request the Scheduling Coordinator to change their focus or add additional duties.
• Schedule Open order (22 daily average)
  • Sending offers
  • Placing phone calls
• Meet client SLA’s for turn time on order assignment by managing open order queue.
• Relay all file specific information to vendor at time of order assignment.
• Meeting gross profit goal at a minimum of 85% of orders completed.
• Correspondence with client and/or vendor regarding scheduling issues or inquiries.
• Addressing all received phone calls/emails in a timely manner (within 20 min).
• Handling reschedules.

Knowledge and Experience

• Detail Oriented
• Excellent written and verbal communication skills.
• Basic knowledge of all other service delivery functions

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