2.0 - 6.0 years

0 Lacs

pune, maharashtra

On-site

Job Description: As a Real Time Analyst (RTA) based in Pune, MH (work from office) and working in NIGHT SHIFT to support US based customers, your primary responsibility will be to monitor calls service level and support global clients partner locations to ensure they deliver the required productive hours. You will be creating plans and implementing actions to meet Clients" Key Performance Indicators (KPIs) while also overseeing absenteeism, lunch, and break optimization. Additionally, you will be in charge of incident management, providing necessary support to internal teams and partners, as well as tracking the attendance of in-home associates for clients. Responsibilities: - Monitoring call activities, handle time, service time, and arrival patterns - Utilizing workforce management tools such as IEX, Aspect, Avaya, or similar - Ensuring adherence to Service Levels and Offer to Forecast - Managing Handle time effectively - Proficiency in Excel for running reports, creating pivot tables, and analyzing data; knowledge of macros is advantageous but not mandatory - Working efficiently under pressure and meeting deadlines with a sense of urgency - Excellent communication skills for interacting with client managers, RTA Supervisor to provide feedback, presenting call statistics, executive summaries, etc. - Strong organizational skills with a keen attention to detail - Ability to solve problems effectively,

Posted 6 days ago

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Customer Support Executive Signity Corporate Solution Pvt Ltd

2.0 - 6.0 years

0 - 0 Lacs

haryana

On-site

You will be working as a Customer Care Specialist for a US process at our Gurugram office, requiring you to work from the office exclusively. The salary range for this position is between 3.08 Lacs to 3.5 Lacs. Your primary responsibilities will include providing customer service through calls, ensuring adherence to Service Level Agreements (SLAs) related to Customer Satisfaction, Service Level, Handle Time, and Customer Effort, as well as executing issue/query resolution and maintaining delivery quality at the client level during calls. To be eligible for this position, you must be a graduate in B.Com, B.A, BCA, BBA, BHM, or BSc with excellent communication skills, or hold a B.Tech/MBA/MCom/MA degree with a minimum of 2 years of experience in the same domain, particularly in Voice processes. Strong written and verbal communication skills are essential for this role. Additionally, you should be open to working night shifts, which typically start from 5:30 pm and extend up to 5 am. If you meet the eligibility criteria and are ready to take on these responsibilities, we look forward to having you on board as a valuable member of Team Signity. For further queries or to apply for this position, please contact us at +91-7042553143. Regards, Team Signity,

Posted 2 weeks ago

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