Agent Workspace / Live Chat Administrator (Hyderabad)

Agent Workspace / Live Chat Administrator (Hyderabad)

23 Aug
|
Tata Consultancy Services
|
Hyderabad

23 Aug

Tata Consultancy Services

Hyderabad

Key Responsibilities:

- Administer Service Operations Workspace (SOW) and Agent Workspace
- Configure Advanced Work Assignment (AWA) and routing logic
- Manage queues, skills, and agent capacity models
- Enable and maintain Virtual Agent to Live Agent handoff
- Monitor chat performance, SLAs, and routing efficiency
- Optimize agent workflows and UI experience

Required Skills:

- Hands-on experience with Agent Workspace and AWA
- Robust understanding of queue management and routing strategies
- Experience with live chat configuration and VA integration

Knowledge of ITSM processes and service operations workflows

📌 Agent Workspace / Live Chat Administrator (Hyderabad)
🏢 Tata Consultancy Services
📍 Hyderabad

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