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RTA

1.00 to 2.00 Years   Mumbai City   07 Apr, 2022
Wipro Limited
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

    Roles & Responsibilities: Real Time Monitoring of Queue trends (volume, handle time, transfers etc.) to update staffing allocation to meet service commitments Real Time Monitoring of agent s activity; Alarm the process regarding Call spike, schedule non adherence, etc. Administers and communicates service level performance reporting at specified intervals of the day Tracks real time reporting needs Analyzes multiple skills/queues in real time Decision-making of Skill balancing, Off board, Overtime and Time Off Update daily exceptions requests, schedules and responds to escalated issues and ad-hoc requests. CRITICAL SKILLS REQUIRED Contact Centre experience in RTA of 1- 2 year Good knowledge of MS office Excellent verbal, written communication & presentation skills Strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements IEX skills will be an advantage Experience in the Healthcare industry Should be able to work across departments Willing to work different shifts, as per process requirement CANDIDATE SPECIFICATION The applicant should be a confirmed full-time employee of the organization For lateral movement an employee has to complete 12 months in his/her current role while for vertical movement it is mandatory to complete 18 months in current role as on the last day of this month. Minimum rating of HVC MR in the last appraisal cycle. Applicant should not have been on a PCCP for the second time in the current role,in the last quarter or current quarter.If the employee has been put on the PCCP for the first time in the current role,he/she is eligible to apply Employees can apply for lateral positions as well. Before applying please get your LWPs corrected in the system. Employees who have taken one or more than one unauthorized leave in last six months (from the date of Release of this IJP) are not eligible to apply for this IJP. * Graduation Mandatory. Once the application is received by HR, it can not be withdrawn. All communication will be sent on the email id mentioned in the form. The application must have valid email ids and phone nos. Applicants need to bring a copy of their resume for the interview. If an applicant doesn t take up the test / interview or abides to the pre-requisites as per the job posting (for eg relocation), he/ she would not be considered for that particular job post. Also, the applicant will be barred from applying in the next quarter IJP. Internal & Restricted,

Keyskills :
real time monitoringstrong analytical skillsms officepostingservice levelanalytical skillspresentation skillshealthcare industry

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