C CodWipro

Job Description:
Monitors the queue realtime and addresses issues that could impact SLAs.
Act as a point of contact for all technical issues that could impact delivery and SLAs. Escalates unresolved issues after allocated time.
Tracks real-time impact of technical issues on productivity.
Reviews SLAs performance from previous week and prepares RCAs whenever required.
Preparing agent schedules and align them to volume arrival pattern to ensure SLAs are met.
Analyze scheduling outputs simulation and recommend changes whenever necessary.
Generates schedule adherence, conformance and attendance reports on a daily basis to to monitor performance against plan
Preparing Daily, weekly reports on SLAs and Productivity.
Coordinate with internal and external stakeholders on items related to capacity planning and hiring.
 Maintain process documents for WFM Scheduling including Standard Operating Procedures and day to day activities
 Maintain Skilling sets for Agents and Database
 Identify recurring problems with system processes and policies
High School / GED/under graduate
1 - 2 years experience in RTA
Wipro

Cebu City, Cebu
Permanent
Full-time