Senior Executive - Service Delivery

Job Description:

Any Graduate

Primary -> Behavioral | Language Proficiency | English | 2 - Knowledgeable

Secondary -> Functional | IT Operations Management | Operational Procedures | 1 - Aware

Secondary -> Technology | IT Technical Support Activities | Second Line Support | 2 - Knowledgeable

Tertiary -> Behavioral | Microland Skills | Customer Centricity | 3 - Experienced

Tertiary -> Behavioral | Aptitude | Tasks Related Skills | 3 - Experienced

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

Location:

IND-MH-Pune-Qubix-ML

Created On:

09-Sep-2026