":" Education Qualification :
Any Graduate

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.

📌 Senior Executive Service Delivery Karnataka
🏢 Microland
📍 Karnataka