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| Job Location | Pune |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | Sales / BD |
| EmploymentType | Full-time |
Monitor live queues and ensure live capacity is increased during call spikes Monitor Non-Live queues and ensure Non-Live is increased when/if required Make sure agents are adhering to the schedule provided aiming to at least 80% adherence Make sure Aux Codes are closely monitored and real time feedback is raised to relevant parties Make sure Real Time Operations are ran using a group chat with Team Managers for instant feedbacks and alert to be raised Log any Ticket related to outages/misc. potentially affecting Abandonment rate, service level and customer experience in general Make sure all hours of operation are covered for Real Time Monitoring activities and that handover is cascaded to the next Real Time Analyst coming into shift Make sure that any deviation from scheduled activities is checked, monitored and authorized/denied to keep accuracy in adherence levels Make sure that all key area metrics (a/r, adherence to schedule, daily incoming volumes, backlog size, Non-Live queues) are monitored on a 30 min interval Make sure that actions coming from Google alert stages are put in place and followed up by email, detailing the actions taken Monitor the queues on a real time basis Shift focus for phone, chat and e-mail channel according to real-time requirements (e.g. in peak times) Ensure agents adhere to the planned and prepared agent schedules based on volume forecast Perform short-term changes to agent schedules (e.g. because of unplanned absenteeism, unforeseen changes in volumes) Be aware of SLAs and trigger points of SLA breaches and have a contingency plan in place Analysis of WFM reports Interact and Liaison with the client WFM team to forecast volumes in advance and schedule staffing accordingly RCAs on daily, weekly, monthly and quarterly basis Data preservation in an appropriate and easily accessible format Report generation as agreed with the clients and operations Create governance around timelines for report generation and publication and adhere them,
Keyskills :
real time analysisreal time monitoringservice levelreport generationcorporate liaisoncustomer experience