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Vodafone Shared Services India

"1) Monitoring, mentoring and reviewing agent performance 2) Identify areas of improvement related to process/ people and provide recommendations to theteam on standardization of process. 3) Floor management including Real time monitoring of Call queue, Email queue and availability on Chat support Handling Tier 2 escalations 4) Provide training and mentor Technical Support Engineers and act a technical prime. 5) Manage 2nd level escalation and ensure adequa te evaluation before proceeding to next level, perform trend analysis and repor ting as required. "

"1) SLA adherence in updating customers on emails / calls. 2) First Time resolution > 90% 3) Live Chats ASA <1 Min 4) CSAT scores 5) Train new collea gues and put them into production within a specified time frame 6) SLA adhere nce with respect to PCA 20,Call Abandoned , RiSLA >90%. "

"•2nd Level of Escalation • In charge of the NOC floor during any shift ona 24*7 pattern • Good level of Transmission and IP knowledge, including troubl eshooting.> On Call Support Experience in handling International clients"


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