Job Description :
To provide information to their customer regarding their queries and resolve the end customer issues as per defined SLA , Able to work independently and efficiently to meet SLA , Able to comprehend the request of the customer and meet the quality standard
- Respond to customer requests that have been escalated from Tier 2 support analysts
- Complete assigned project responsibilities.
- Answer technical questions, solve technical problems, and suggest appropriate workarounds related to supported applications.
- Strong Knowledge of WFM Processes.
- Exposure to IEX will be an added advantage.
- Analytical bent of mind.
- Preparing and Analyzing agent schedules to meet service level requirements.
- Creating and Maintaining shift profiles and scheduling rules.
- Performing ad hoc activity as needed to support business requirements.
- Provide end to end analysis to Clients on their SL / Productivity / Adherence.
- Provide daily/intra-day performance reports to leadership.
Minimum Requirements:
- Bachelors degree.
- 3-4 Years of relevant experience.
- Should be flexible to work in US shift.
- Strong working experience on MS Excel
- Good presentation, communication, and analytical skills
- Good mathematical, logical, analytical, and problem-solving skills
- Quick learner with a positive attitude
**Candidates who have experience on WFM Process & IEX share your updated resume to
shiv.shankarsa@hcl.com
RoleSecurity Engineer / Analyst
Industry TypeIT Services & Consulting
Functional AreaIT & Information Security
Employment TypeFull Time, Permanent
Role CategoryIT Security
Education
UG :Any Graduate
PG :Any Postgraduate