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Real-Time Monitoring Analyst CIEL HR

3.0 - 8.0 years

5 - 10 Lacs

Hyderabad

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Role & responsibilities Real-Time Monitoring Analyst: • Performs real time monitoring, KPI reporting, incident trigger and alerting. • Real Time Monitoring of Contact Center Services on an interval basis monitoring areas such as but not limited to Call/Chat volumes, Average Handle Time (AHT), SLAs, Queue times, Agent availability etc • Monitoring socials to identify potential issues which could lead to customers contact requests. • KPI Reporting Intra-day, daily, weekly, monthly. • Trigger real time responses and pre-agreed procedures against pre-agreed “triggers” (priority 4, 3, 2, and 1) including the alerting of relevant Microsoft and Delivery Partner stakeholders, CSS command center Inci...

Posted 4 months ago

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