Operations Specialist

HP is the world's leading personal systems and printing company, we create technology that makes life better for everyone, everywhere. Our innovation springs from a team of individuals, each collaborating and contributing their own perspectives, knowledge, and experience to advance the way the world works and lives.

We are looking for visionaries, like you, who are ready to make a purposeful impact on the way the world works.

At HP, the future is yours to create!

This opportunity is for The Organization is part of CSS family and ensures that Customers calling us for support is Happy with our responses be it setting up a Repair or supporting them over the phone, chat etc.

This position requires a Service Segment Manager II to join the Bangalore Office and entails working in shifts and being available to respond at all times as required. It will suit someone who has at least 5 yrs of CC experience and reasonable proficient in Excel and SQL with excellent communication skills. Previous contact center RTA i.e Real Time Analyst or Command center experience will be useful.

If you are our Operations Specialist in India, you will have a chance to

AMS CC organization, focusing on delivering an exceptional and seamless customer experience to our NA customers.

Monitoring and Publishing and giving meaningful insights to contact center performance reports, including case Management, TCE etc.

Real time monitoring and reporting of SLs, Supplier/Partner Performance.

Partner Communication, invoking BCP procedures

Working closely with Forecasting team to understand Agent Availability at various partner sites, working with PBR to achieve SL as required.

Provide dash boards, reports and Analysis for various Prep and review meetings on Contact center Measures.

Are you a high-performer? We are looking for an individual with:

University or Bachelor's Degree

At least 5 yrs in Contact Center Space with 3 yrs of experience being with HP.

Proficiency in Excel and SQL

Any industry recognized certification ITIL, PMP etc will be definitely an added advantage

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