Skills :
Primary -> Behavioral | Language Proficiency | English | 2 - Knowledgeable
Secondary -> Functional | IT Operations Management | Operational Procedures | 1 - Aware
Secondary -> Technology | IT Technical Support Activities | Second Line Support | 2 - Knowledgeable
Tertiary -> Behavioral | Microland Skills | Customer Centricity | 3 - Experienced
Tertiary -> Behavioral | Aptitude | Tasks Related Skills | 3 - Experienced
Certification :
Technology | IT Certifications | Any Certification
Details:
- Knowledge of Workforce tools like IEX, Blue Pumpkin, Aspect, Avaya CMS, Cisco Historical reports, Nortel, Citrix
- Knowledge of Call Center metrics and terminologies
- Typing skills with 20 WPM at 85% accuracy JD: - Real time Media queue monitoring/management - Makes sure that the plan created by the scheduler is well executed
- Proper offline usage as per allowed shrinkage
- Break AUX Scheduling, allotting and Tracking
- Training, Coaching and Offline activity AUX management and Tracking
- Coordinating with SD Team to achieve SL/ASA/PCA Goals on real time basis
- Real time proactiveness in analyzing call flow and taking logical decision to meet SL
- Utilizing cross skilled SPs on multiple medias based on the requirement, initiating OT requirements Proactively flashing real time performance/staffing updates on relevant Skype chat rooms
- Tracking and ensuring scheduled call backs are made on time
- Performing case management tasks to ensure case backlog response time objectives are met
- Appropriately distributing Email case volume among SPs
- Delivery of Real Time reports on time to Int/Ext stakeholders
- Coordination with IT/Transport/Admin/HR for smooth functioning of operations floor
- Identify potential staffing leakages and informing the stake holders
- Timely escalation of issues through proper escalation Matrix(Ex: SL miss, High AHT, outage,) on mails and Skype chat rooms
- Tracking System downtimes and outages
- Attendance/Absenteeism tracking and reporting" , "endtDate":null , "qualification":null , "companyId":15429 , " Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.