Lead WFM

Designation: Lead WFM
Shifts: 24x7 ( including night shifts ) – Shifts will be assigned based on the business requirement.
Work Location: Chennai, Perungalathur ( work from Office )
Roles & Responsibilities:
Monitor queue for adherence
Monitor queue and track inbound and outbound interactions while keeping Technical Support Engineers and management aware of the day-to-day volume
Manually assign cases when necessary
Identify and escalate priority issues to the appropriate team
Facilitate call warm hand-offs or transfers between support partners and PANW engineers
Facilitate theatre and time zone realignments
Assign maintenance events to engineers based on skillset and service level
Monitor long interactions to identify engineers who need technical assistance with issues
Provide the initial response to sales escalations and ensure the case is being worked appropriately
Provide detailed interaction reports and scheduling changes to all levels of management
Keep track of attendance, daily statistics, paid time off, sick time, in WFM and adjust schedules when necessary.
TAC – Queue Lead JD
Palo Alto Networks, Global Customer Support is looking for a Technical Assistance Center (TAC) Queue Lead to help us manage the day-to-day operations within the TAC.TAC Queue Lead will be responsible for helping engineers manage their day and ensuring our customers are receiving support in a timely manner. In this role, you will coordinate the distribution of work tasks to TAC Engineers, monitor incoming call volumes and ensure distribution among engineers based on workload, consider time-sensitivity of requests to ensure customer satisfaction and respond to escalations and ensure proper resources are assigned. To carry out this function effectively, our support solutions must be easily accessible, effective, reliable, and deliver results. You will collaborate with our Technical Support leadership team to identify process and staffing gaps and in turn drive down the Average Speed of Answers, Average Time to Resolve thereby increasing customer response times and customer satisfaction.

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