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Mca Student

0.00 to 1.00 Years   Mumbai City   12 Jun, 2023
Transformplus
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

    • vManage intra-day service level, site efficiency/occupancy and agents to ensure adherence to schedule and compliance with established parameters during real time situations.
    • vMonitor established thresholds for schedule adherence, online states, off-phone events (break and pre-approved AUX modes), agent states that are not pre-approved and must be limited (ACW, long calls, Aux modes)
    • vConstant communication with Supervisors, Operations Managers and Support Center personnel.
    • oCommunicate with operations management for prompt resolution of issues identified in duties above.
    • oPartnering with operations in recruitment of overtime/VTO to assist with managing intra-day staffing levels.
    • vReal time interaction with client for reciprocal communication imperative to maintain operations at peak performance.
    • oGenerate inclusive alerts for any type of situations that could disturb Service Level or efficiency (i.e., technical issues causing idle time and/or a higher than forecasted increase in call volume, and excessive general use of Aux, ACW and/or agent population shrink)
    • oReporting as required by client and internal leadership (i.e., switch and performance reporting, attendance and adherence reporting, documentation of outages and staffing impacts resulting from these, and any other ad-hoc reporting that may be required)
    • vInformation exchange with client and all their vendors in a virtual call center environment

Keyskills :
mcasoftware services

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