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Service Desk

3 months ago

bangalore, India CGI Full time

Position Description:

JOB REQUIREMENTS
As Service Desk Work Force Manager (WFM),
•Upkeep of key metrics like Service Levels / ASA / Average Handle time and perform volume forecast
•Help Operations achieve any agent level or team level KPIs that build up to the Service Desk metrics
•Monitor and highlight any variances in staffing (adherence and conformance), skills and assets, thereby forewarning the consequence of staff being online / offline
•Monitor and react to unplanned shrinkage
•Monitor and highlight areas of concern such as call avoidance / disconnects / queue toggling
•Reports & Analytics to be prepared and shared on a Daily / Weekly / Monthly and need basis
•Schedule Daily, weekly and monthly schedules including short / long breaks
•Transport schedules / Training schedules wherever possible
•Act as a SPOC between the Service Desk, ISIT and Infra teams on member telephony access and issues
•Assist and help in telephony rollouts and deal with Genesys (call recording) functionality upgrades / issues in liaison with the SD Managers
•Be readily available on the floor during key business hours to help manage schedule adherence and conformance; real-time monitoring
•React quickly to workload spikes and major incidents; help mitigate through high volume periods
•Maintain and use ‘Handover’ & ‘Succession plan’ during planned leaves and project re-assignments / leavers
•Have weekly / monthly meetings with SD Managers & Team Leads whilst recording the minutes and action closure
•Maintain issue logs and highlight risks to the Managers / Team Leads
•Provide suggestions for continuous improvements
•Liaise with local administration and facilities to implement business continuity and disaster recovery plans
KEY RESPONSIBILITIES
•Awareness about Contact Center / WFM tools
•Good knowledge of MS Office
•Strong analytical, reporting and good presentation skills
•Excellent verbal and written communication skills
•Willing and able to work in rotational shifts and extend as per business demands
•Should be a go-getter, think out of box for continuous improvement
Prerequisites/Mandates
ITIL foundation certified.
Should have excellent knowledge of Genesys Cloud - scheduling, reporting.
Work Environment: 24X7 operation, late night work.
Location: Bangalore

Skills:

English Leadership Telephony Workforce Management