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
