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Common metro operations associate role with mid-level experience and broad requirements increases competition.
Core customer-support and SLA skills transfer across industries but BPO context adds some specificity.
Mandatory 3+ years, shift availability, and technical inclination create moderate screening criteria.
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Maintain and ensure adherence to service level agreements (SLAs) for new cases by managing case assignments to engineers.
Provide accurate responses regarding severity, expired, and misrouted cases, including coordinating callbacks and customer communications.
Collaborate with team managers and other support groups to allocate cases appropriately and improve customer service levels.
Minimum 3 years of work experience in any industry with relevant skillsets.
Graduate or undergraduate education qualification.
Must be open to working in shifts.
Must have technical inclination and good communication skills.
Experienced in managing high workload and critical situations with real-time task prioritization.
Capable of coordinating and collaborating effectively across teams and support groups to resolve customer issues.
Comfortable with multitasking and working in a fast-paced, service-oriented environment.