Customer Service Executive

Job Description:

• Working knowledge in Real Time monitoring in Call Center environment (SL, Volume Offered/Incoming/Handled vs. STF/Commit, Outsourcing %, age and size of email backlogs, missed contacts, calls in queue, wait time.) and excel templates.

• Able to write root case analysis of any service failure.

• Support day-to-day operation by maintaining constant communication with site operations, senior leadership, content team, technology teams, and other internal clients on the status of real-time metrics.

• Identify irregularities that affect SL and candidate experience, notify the vendor partners and advise them on the required mitigation actions, such as moving flex capacity or minimizing agent non-productive time.

• Timely discovery and escalation of the outages. Conducts troubleshooting steps to identify the affected parties and the impact and escalates the issue to tech team accordingly.

• Thorough understanding of queues / routing profile and perform skill blending and profile modification whenever required.

• Priority queue (PQ) / Visibility Threshold (VT) / Preserve Avail (PA) setup based on SL and occupancy performance.

• NPT cancellations if required, drive OT requests.

• Occupancy Management (including VTO decisions, NPT approvals).

• Manage AUX states / non-adherence and escalate to the corresponding Planning & Vendor teams.

• Intraday Reporting (including call outs).

• Support in reviewing existing SOP's and preparing new SOP's to document the leanings from each incident and daily event

• Display effective communication (verbal and written), capable of summarizing the day performance and able to handle leadership queries by providing appropriate RCA.

• Knowledge of managing user profiles in terms of on-boarding, off-boarding, access management, and reconciliation.

Basic qualifications

• 6+ months of customer service experience

• 6+ months of Microsoft Office products and applications experience

Preferred qualifications

• Working knowledge in Amazon Connect.

• 1+ years of customer service experience

• 1+ years of Workforce Management (Real Time Monitoring) experience in Call Center environment.

• 1+ years of Microsoft Office products and applications experience