Manages Team Leads and associates directly reporting to me in Workday.Coordinates with Knowledge managers, Training and Quality team in process improvementand documentation.Attend/Facilitates meetings with clients and SDM's to report Service desk status forDaily/weekly/monthly/ wise data.Creates and presents Monthly Business review reports to the clients.Performs RCA for Major escalations to the service desk.Direct Point of contact for clients in any process… Show more Manages Team Leads and associates directly reporting to me in Workday.Coordinates with Knowledge managers, Training and Quality team in process improvementand documentation.Attend/Facilitates meetings with clients and SDM's to report Service desk status forDaily/weekly/monthly/ wise data.Creates and presents Monthly Business review reports to the clients.Performs RCA for Major escalations to the service desk.Direct Point of contact for clients in any process changes/improvements for the desk. Show less

• Account creations/requests for new hires• Root cause analysis for ticket escalations by client• Effectively monitoring delivery of service level agreements, to achieve maximum client satisfaction on a monthly basis• Communicating with client when concerns are raised to operations.• Work as an escalation point for high severity incidents to be coordinated to the incident management team. • Submitting payroll details for associate’s time card• Manage and co-ordinate the… Show more • Account creations/requests for new hires• Root cause analysis for ticket escalations by client• Effectively monitoring delivery of service level agreements, to achieve maximum client satisfaction on a monthly basis• Communicating with client when concerns are raised to operations.• Work as an escalation point for high severity incidents to be coordinated to the incident management team. • Submitting payroll details for associate’s time card• Manage and co-ordinate the processing of incoming calls/chats tickets to ensure timely and effective resolutions of incidents and requests• Develop and implement team and inter-team synergy• Provide communication within the whole global desk in preparation for planned work and unplanned outages• Provide reporting on call volumes and incident trending within the global desk • Provide reports on attendance and SLA statuses on a daily basis• Provide reporting on ticket trends on closure, time to resolve, mis-routes, and incorrect escalations• Ensure processes are carried out in accordance with the agreed standards or procedures.• On call for any high urgency incidents raised on weekends, and shift end. Show less

• Monitor agent status in real time. • Monitor associate real time schedule adherence; provide authorization for all unplanned activities and coordinate approved aux activities with operations. • Managing calls and chat queue, sending associates on break and/or lunch depending on real time queue• Monitor and analyze key performance indicators.• Adjusting staffing levels based on call volume trends. • Providing reports for operations SLA’s• Provide reports for operations… Show more • Monitor agent status in real time. • Monitor associate real time schedule adherence; provide authorization for all unplanned activities and coordinate approved aux activities with operations. • Managing calls and chat queue, sending associates on break and/or lunch depending on real time queue• Monitor and analyze key performance indicators.• Adjusting staffing levels based on call volume trends. • Providing reports for operations SLA’s• Provide reports for operations on associate Attendance Adherence, AHT, Survey scores, and aging tickets. • Coordinate with Operations to identify and track planned and unplanned absences, as well as attendance and behavioral issues.• Create Daily/weekly/Monthly reports and undertake intraday reporting. • Creating schedules based on peek seating with call/chat forecasted. • Good working knowledge of MS Excel.• Analyzing data and extracted reports from ITSM/Remedy/SNOW and other Ticketing tools.• Working knowledge with CMS, In-contact, and IEX scheduling. Show less

• Receive and assist calls from customers regarding billing, Activation, and Sales for a telecommunication account

eceive and assist calls from customers for booking and changing hotel rooms for a hotel chain account in the US.