Jobs is would like are as follows:- Data Encoding- Email Support- Chat support-

Overview

Looking for part-time work (4 hours/day)

at $2.81/hour ($272.73/month)

Bachelor of Science in Mechanical Engineering

Last Active

June 20th, 2011 (5466 days ago)

Member Since

June 19th, 2011

Profile Description

• Point of contact between the agents and the operations
• Monitors queue spy and aux usage of agents.
Ensuring that the queue is well-managed by
relaying real-time concerns on AUX/Talk time abuse to Supervisors/Floor managers on the
floor.
• Monitors queue spy and aux usage of agents.
Ensuring that the queue is well-managed by relaying real-time concerns on AUX/Talk time abuse to Supervisors/Floor managers on the floor.
• Sends essential interval to management team
• Sends day-end reports to management team
• Monitors attendance and sends daily attendance reports
• Monitors real time schedule adherence and reports non-compliance
• Reports intra-day schedule changes to the Supervisors/Manager.
i.e., same day callouts and develops a plan to meet schedule requirements.
• Works with local center management to ensure half-hourly, real-time schedule adherence commitments are being met.
• Work closely with the Program Manager and Supervisors to conduct real-time root cause analysis of impacts to SLA's (i.e. AHT, ACW, Abandonment, actual call volume to forecast ratios, call types/drivers).
• Proactively develop action plans or provide recommendations to the program on effective ways to achieve schedule adherence.
• Recommends agent's for sanctions for any violation of the code of conduct and non-adherence to the schedule.
• Uses Real Time Monitoring tools such as MS Office Applications, CCPulse and I360 (Bluepumkin), Configuration Manager Etc.
• Coordinates with the Operations on planning, Business Routing Strategy & Service Level Agreements.
• Software Troubleshooting (OS, Outlook)
• Hardware Troubleshooting (CPU, Laptops, desktop, camera, monitors etc.)
• Incident management (monitoring of P1 - P4 Cases).
• Handled Client Specific Software/tools
• Citrix tools
• RSA SecurID (VPNs & WLANs, E-mail, Intranets & extranets,
Microsoft® Windows® desktops, Web servers Other network
Resources
• Remote Installation (VPN and remote desktop)
• Clients Phonebooks ( IM Master - Nokia Siemens, ADUC - Nike IT Service desk)
• AD support (Active Directory)
- Provide EU's information on objects, helps organize these objects for easy retrieval and access and allows access by end users and administrators.
- Allows the administrator to set security up for the directory.
- Sets policies for EU and Administrators
• Handled Database Management Tool such as Siebel, OSD, Clarify and remedy Database management tools
• Notify EU and Clients for any CMN - Change management note ( system update, upgrades and patches)
• Onsite escalations (assigning tickets to specific resolving groups)
- Monitoring calls, providing coaching and mentoring the call, giving feedbacks from it, teaching them the right way to approach and handle the flow and control of the call. Giving out additional facts about the problem, techniques, and suggestions and troubleshooting steps on how to resolve the customer’s issue.