Analyst- dwp with DWP-USS-SERVICE DESK in Manila

Job Description

SD voice agent

To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases
To achieve KPI targets, follow defined processes and adhere to ITIL delivery and quality standards ,regulatory requirements and company policies.
To attend customer callorchatsormails and resolve tickets within agreed SLA of ticket volume and time.
To maintain high login Efficiency (Availability) for customers, document identified risks, issues, mitigation plans and support in execution of BCPorDR plans
To work on value adding activities such Knowledge base update and self development

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