01Responsibilities
- Provides exceptional internal customer service by communicating proactively via IM, email, and/or phone with call center stakeholders to achieve targeted service level and other quality standards.
- Ability to apply critical thinking skills and use decisive judgement under minimal supervision to make key business decisions.
- Utilises a variety of software such as Alvaria real time adherence, Alvaria eWorkforce management, Cisco and Aceyus to monitor real time adherence and respond to call centre call drivers.
- Responds and reacts to call centre call drivers such as outages and planned or unplanned events to ensure the company meets service level targets.
- Enters and adjusts employee exceptions including updates to schedules via the alarms process taking call outs or working the shared inbox.
- Responds to meeting, project coaching request shift change requests and other requests to approve or deny the activity.
- Proactively works to facilitate, approve or deny overtime, generate overtime schedules, voluntary time off, and other requests.
- Maintain records of all outages with all specific time stamps and follow up actions if applicable.
- Communicates non-compliance to supervisors via email and/or verbally.
- Initiate emergency procedures as needed.
- Assists in data gathering and report preparation.
- Other duties as assigned.
Qualifications:
- High school diploma or equivalent work experience and technical training is required.
- One plus years of analytical and operational experience.
- Prior experience in a call center environment.
- Understanding of arrival patterns and dependencies.
- Extensive knowledge of MS Excel demonstrated pivot tables, graphing, etc.
- Ability to think critically and make data driven recommendations.
- Demonstrated track record of analytical contributions to achievement of department goals.
- Proficiency with report coordination and report development.
- Ability to handle multiple assignments simultaneously and collaborate across multiple business units.
- Work well under pressure to meet deadlines and function with minimal supervision.
- Ability to establish and manage effective relationships at all levels.
Non-technical requirements:
- You have experience working on client-facing roles.
- You are available to work from our Mumbai office from Day 1 in a rotational shift. .
