Sr. Representative Real Time Management
2 weeks ago
- Individual contributor role
- Monitor for incoming issues during a scheduled shift and react with speed and accuracy
- Communicate with Partner/Client POCs to address variances
- Adhering to the pre-defined commitment timelines
- Recognize and initiate escalation for all system difficulties, including switch and ACD systems,
- Manage call volume and labor resources for inbound/outbound call centers, while maintaining and exceeding Organization's and client goals and expectations
- Monitor designated call centers through various internal and external platforms, instituting timely and efficient communication to verify allocation settings, queue settings, overflow targets, media events, and transcription campaigns
- Agent skilling (workgroup or queue membership concepts), multi-skill routing sets (the concept of Forecast groups, staff groups, and intent routing)
- Queue Performance Reporting and Actions Taken
- Intraday real time monitoring of service levels for all queues at all sites 24/7/365
- SNOW (Service Now) and Slack will be only mode of communication
- Strong oral and written communication skills
- Proficient in Microsoft Office
- Ability to multi-task, prioritize, and meet timelines of deliverables.
- Self-starter, sense of urgency, and works well under pressure
- High attention to detail, sense of professionalism and ability to develop relationships
- Soft Skills; able to provide outstanding customer service to users with a wide range of backgrounds and technical abilities
- Diligence, alertness; able to maintain focus on new, incoming issues while continuing to work on existing tasks
- Self-motivation: displays a willingness to take on tasks without being asked
- Adaptability; comfortable in a constantly changing environment
- Comfortable supporting a wide range of end-user issues
- Able to deliver a delightful support experience
Location:
IND Bangalore - Ecospace Bus ParkLanguage Requirements:
Time Type:
Full time-
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