Case Moderator I
Stream Global Services - Tampa, FL

This job posting is no longer available on Stream Global Services. Find similar jobs:Case Moderator jobs - Stream Global Services jobs

An overview of the role is “to provide real time analysis of all cases (especially critical ones) and review and address their assigned team’s hygiene metrics (as determined by the client) and ensure that all Support Professionals are responding to and following up with their customers in the expected time frame. The Case Mod will also provide direction, coaching and instruction to the Sp’s on a daily basis regarding their performance. They work with a partnering TM to identify outlier performance issues and will help to address and correct in the specified timeframes”.


  • Daily reporting (cases and daily compliance report)
  • Review daily metrics, email compliance, quick calls, orphan compliance (Hygiene case management metrics)
  • Report findings to their individual teams for case follow-up
  • Daily follow up for absent personnel. Reassign cases appropriately
  • Process and respond to Kana emails and raving fan emails appropriately
  • Spot check daily case management metrics throughout their shift
  • Coach SP's on daily case management metrics
  • Scrub daily critical cases per team
  • Identify and coach outliers on a daily basis
  • Work with partnering TM to identify areas of opportunity
  • Help Streamline classes for case management duties
  • Prepare weekend case reporting
  • Be flexible and able to multitask and work with multiple teams
  • Drive CE metrics as well as Dell Connect as a means of providing the ultimate customer experience
  • Attend case review meetings as well as case management client meetings
  • Track coaching items and work with partner TM identifying possible high risk dissats
  • Address Kana escalations
  • Answer case management related questions from SP's
  • Audit random SP's to anticipate and act on any CE dissats

About this company
514 reviews
How far do you want to climb the Stream career ladder? With our promote-from-within philosophy and your talent and ambition to succeed,...