Senior Executive - Service Delivery

Education Qualification :
Any Graduate Skills :
Primary -> Behavioral | Language Proficiency | English | 2 - KnowledgeableSecondary -> Functional | IT Operations Management | Operational Procedures | 1 - AwareSecondary -> Technology | IT Technical Support Activities | Second Line Support | 2 - KnowledgeableTertiary -> Behavioral | Microland Skills | Customer Centricity | 3 - ExperiencedTertiary -> Behavioral | Aptitude | Tasks Related Skills | 3 - Experienced Certification :
Technology | IT Certifications | Any Certification Details: - Knowledge of Workforce tools like IEX, Blue Pumpkin, Aspect, Avaya CMS, Cisco Historical reports, Nortel, Citrix- Knowledge of Call Center metrics and terminologies- Typing skills with 20 WPM at 85% accuracy JD: - Real time Media queue monitoring/management - Makes sure that the plan created by the scheduler is well executed- Proper offline usage as per allowed shrinkage- Break AUX Scheduling, allotting and Tracking- Training, Coaching and Offline activity AUX management and Tracking- Coordinating with SD Team to achieve SL/ASA/PCA Goals on real time basis- Real time proactiveness in analyzing call flow and taking logical decision to meet SL- Utilizing cross skilled SPs on multiple medias based on the requirement, initiating OT requirements Proactively flashing real time performance/staffing updates on relevant Skype chat rooms- Tracking and ensuring scheduled call backs are made on time- Performing case management tasks to ensure case backlog response time objectives are met- Appropriately distributing Email case volume among SPs- Delivery of Real Time reports on time to Int/Ext stakeholders- Coordination with IT/Transport/Admin/HR for smooth functioning of operations floor- Identify potential staffing leakages and informing the stake holders- Timely escalation of issues through proper escalation Matrix(Ex: SL miss, High AHT, outage,) on mails and Skype chat rooms- Tracking System downtimes and outages- Attendance/Absenteeism tracking and reporting