06 Nov
|
Tech Mahindra
|
Pune
06 Nov
Tech Mahindra
Pune
Role & responsibilities:
- Realtime queue management
- Should be able to manage multiple queues at the same time
- Process Break and Aux Management
- Coordination with Other Functions and Client team for sessions and initiative management
- Understanding of Service level & Abandonment
- Understanding of KPIs impacting SL and Abandonment percentage,
- Publishing Hourly reports(Shrinkage, login hours, service level etc.)
- Understanding of AHT and its components (Talk time, hold time, wrap time etc.)
Preferred candidate profile
- Very good English communication skills
- Good grasp on MS Excel.
- Strong learning skills
- Solid analytical and logical skills
- Strong Coordination and communication skill
📌 Sr Associate WFM RTA (Pune)
🏢 Tech Mahindra
📍 Pune