Technical Support Engineer - UBI
This requirement is valid till 23-02-2020
Banking & Financial Services
Job Description with Roles & Responsibilities:
Service Level Adherence for
Call, Email & Self-service Tickets response\\r\\n time.
Incident recording and classification
Call & email resolve time
Call & email escalation / transfer time
Call & email closure time
Customer feedback ratings.
Internal quality monitoring measurements &\\r\\n meeting consistently targets set.
New hire and refresher training activities.
New process improvement and innovation\\r\\n activities.
Clearing of outstanding cases for individual\\r\\n agents.
Talent retention and attrition management.
Ensuring all tickets are transferred to the\\r\\n correct resolver group in 100% of cases
Check for satisfactory & well documented case\\r\\n notes for IBM to provide its end customer with trend analysis, basis\\r\\n random sampling methodology.