Case Manager Job in Bangalore at Harman International

Harman International is hiring for the role of Case Manager!

Responsibilities of the Candidate: 

• Check, validate and track the assignment of cases.
• Reassign cases to appropriate queue: network, region-wise, etc.
• Assign cases to the appropriate engineer.
• Monitor the incoming case queues on a regular basis. 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 on standardized work processes. Contact the appropriate engineer or alternate contact as identified in the standardized work process.
• Examine the case audit trail.
• Monitor and report the condition of case queues as identified by management for cases that 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.
• Mentor new Case managers.
• Improve workload balance processes.
• Manager SR transfers regional and global centres.