Real Time Monitoring

5 days ago

Hyderabad, India Teamware Solutions ( A Division Of Quantum Leap Co Nsulting . Full time

Working knowledge in Real Time monitoring in Call Center environment (SL, Volume Offered/Incoming/Handled vs. STF/Commit, Outsourcing %, age and size of email backlogs, missed contacts, calls in queue, wait time.) and excel templates.
• Able to write root case analysis of any service failure.
• Support day-to-day operation by maintaining constant communication with site operations, senior leadership, content team, technology teams, and other internal clients on the status of real-time metrics.
• Identify irregularities that affect SL and candidate experience, notify the vendor partners and advise them on the required mitigation actions, such as moving flex capacity or minimizing agent non-productive time.
• Timely discovery and escalation of the outages. Conducts troubleshooting steps to identify the affected parties and the impact and escalates the issue to tech team accordingly.
• Thorough understanding of queues / routing profile and perform skill blending and profile modification whenever required.
• Priority queue (PQ) / Visibility Threshold (VT) / Preserve Avail (PA) setup based on SL and occupancy performance.
• NPT cancellations if required, drive OT requests.
• Occupancy Management (including VTO decisions, NPT approvals).
• Manage AUX states / non-adherence and escalate to the corresponding Planning & Vendor teams.
• Intraday Reporting (including call outs).
• Support in reviewing existing SOPs and preparing new SOPs to document the leanings from each incident and daily event
• Display effective communication (verbal and written), capable of summarizing the day performance and able to handle leadership queries by providing appropriate RCA.
• Knowledge of managing user profiles in terms of on-boarding, off-boarding, access management, and reconciliation.

Basic qualifications
• 6+ months of customer service experience
• 6+ months of Microsoft Office products and applications experience
Preferred qualifications
• 1+ years of customer service experience
• 1+ years of Workforce Management (Real Time Monitoring) experience in Call Center environment.
• 1+ years of Microsoft Office products and applications experience

If you are interested please share your cv at ""

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