Job
Description
Roles and Responsibilities
DELIVERY MANAGEMENT
- Queue Management Calls, Ticketing & Chat queue management.
- Calls are answered within the Service Level by keeping the employees in avail.
- Ensuring the tickets are assigned to the Techs in timely fashion.
- Pushing the techs to keep the tickets and customer follow up intact.
- Reviewing the tickets in real time and guiding the techs for quickly resolution.
- Addressing the customer initiated message by portal or email in real time.
- Staying on top of Escalated tickets until the issue is resolved.
- Proper Handoff to the next shift
- Answers inquiries by clarifying desired information; researching, locating, and providing information.
- Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
-
- Escalations Management:
- Handling and Owning Escalations calls, emails and chats.
- Keeping the clients updated on the escalations and seek support as need to provide quick resolution on escalations.
- Tracking the escalations and identifying the root cause of escalations.
- Acts as a point of contact for the resolution of escalations, enquiries and complaints from external and internal customers and providing resolution or plan for resolution.
- Ability to look for alternative solutions for problems identified; Takes decisions based on logical reasoning and relevant information.
- Team Huddle:
- Daily huddle with the team to share the previous day performance, process update and a quick team connect.
- Ensuring the Minutes of Meeting is shared with the teams.
- Client Huddle Deck to be conducted over the TEAMS or WEBEX meeting and the recorded session to be updated in the client portal.
- Performance Management:
- Has hands on experience in handling daily deliverables and leads by example to his/her team members
- Should have thorough understanding and driving NPS and CSAT performance.
- Should have hands experience in resolving the tickets with the SLAs.
- Prioritizes work in alignment with Teams goals, and acts accordingly
- Maintaining SLA target on a monthly basis to achieve desired KPI s including absenteeism and attrition within the team
- Able to interpret metrics / data
- Should sound understanding of policy, procedures and regulatory compliance enough to guide the team members.
- Client Interaction:
- Presenting previous day performance to clients during the breakfast calls
- End of day call to discuss about any highlights, lowlights and hot tickets.
- Regular connect with clients via emails and chats.
Contact Person : Vinod/8904001085