Job
Description
Important Notes; Night Shift/ US working hours 100% Voice Minimum 24 months of experience in call center services /Service assurance or ticketing process Looking for immediate joiners Role & responsibilities Managing day-to-day operations ensure consistent quality and productivity across channels (call, email, chat, etc.) to add maximum value for advertisers. Ensure consistent performance according to the relevant service level metrics or revenue/funnel goals. • Strong communication to ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents. with to-the-point communication • Able to adapt quickly to changes in workflows/processes/procedures/product features • Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization • Clearly outline current performance drivers of their market • Maintain a professional and personable demeanor at all times Preferred candidate profile PC basic knowledge, typing on PC using keyboard shortcuts •Communication skills •Coping with stressful situations •Selling skills •Microsoft office (Outlook, Word, Excel) •Focus on customer experience. •Sound knowledge of VLAN, VTP, STP, RSTP, 802.1Q, port security •Sound knowledge of Routing Protocols: OSPF, BGP, MP-BGP, RIP, EIGRP. •Knowledge of IPsec, GRE tunnels MPLS Technology and L3 VPNs •Sound knowledge of various traffic filtering techniques such as distribution-list, prefix- list & route-Map. • Required hands on experience on Implementation and troubleshooting Routing and Switching technology like-Spanning Tree protocol, 802.1q, Ether channel, EIGRP, OSPF, BGP, IPsec and GRE tunnel ,MPLS and L3 VPN •Knowledge of SDN and SD-WAN technology Cisco Viptela, Silver Peak is preferred. Interested candidates can share their CV in tanika.sharma@wipro.com
