JOB DESCRIPTION
RESPONSIBILITIES:
1) Ensure project compliance with established SLAs and promptly report any deviations to the relevant stakeholders.
2) Monitors inbound, outbound, and handles call volumes using call monitoring tools.
3) Accountable for generating half hourly, end of shift and daily reports.
4) Monitor attendance at the start of each shift and report potential SLA deviations due to absenteeism to team leads, enabling them to reallocate staff or call in additional resources as needed to maintain SLA compliance.
5) Identify analysts with high AHT and notify floor walkers to aid in concluding calls promptly.
6) Continuously monitor hold times, ACW, ASA, and AUX usage, escalating or notifying stakeholders of any outliers.
7) Monitor call patterns and escalate issues if no calls are entering the queue. Conduct test calls to identify points of failure and facilitate prompt resolution.
8) Alternatively, the Shift Lead should monitor call patterns and escalate any call volume spikes to facilitate the swift allocation of additional resources
9) Analyze staffing trends and generate comprehensive reports to provide insights into operational efficiency.
10) Prepare and share the shift handover document with the next shift lead, detailing all updates and critical outages/issues. Additionally, manage shift rosters and generate daily shift reports to ensure seamless operations.
QUALIFICATIONS: Any Bachelor's Degree
What are we looking for;
- 2 – 3 years experience in IT Service Desk Operations.
- Experience in 24*7 operations.
- Candidates earlier worked in international contact/call centers in a voice support process are preferred.
Job Type: Full-time
Pay: Up to ₹600,000.00 per year
Benefits:
- Leave encashment
- Paid time off
- Provident Fund
Application Question(s):
- How many years of Service desk experience do you have?
Work Location: In person
