07 Nov
|
Tech Mahindra
|
Pune
07 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.
Robust learning skills
Solid analytical and logical skills
Robust Coordination and communication skill
📌 Sr Associate Wfm Rta Pune
🏢 Tech Mahindra
📍 Pune