Queue Monitor Role

Everyday at Wipro Digital Operations and Platforms is challenging and thought-provoking. What is tested is your drive, enthusiasm and initiative. New ideas are appreciated and innovation is encouraged - if you have a suggestion and a plan to take it forward - you will get all the necessary support to transform it into action.

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- Fluency in English
- Diploma / Degree holder or pursuing Bachelor Degree Courses
- At least 1 year of experience in Customer Service/ Back office environment
- Strong analytical
- High level of self-motivation with a strong desire to solve problems
- Excellent customer service skills
- Effective learning skills
- Typing skills
- Professionalism, a pleasant and positive attitude
- Open to working in day shifts EMEA Business Hours (9AM - 8PM)

- Responsible for monitoring the Incoming Ticket queue(s) in order to assign the tickets to Support Engineers
- Track case distribution for each engineer (cases assigned and/ or coming in on auto-in)
- Responsible for identifying the non-eligible (out of scope) tickets and transfer them to the correct departments/ support teams
- Process transfer requests coming in from the engineers
- Coordinate with other lines of service before transferring tickets or accepting tickets from other queues
- Create the weekly auto-in schedule based on the historical data of incoming calls and share it with the engineers
- Reassign cases from people on leave
- Be familiar with the service level agreements (SLAs) and the proper response times to call customers back on assigned tickets
- Monitor and report the condition of ticket queues as identified by management for tickets which could fail service level agreements (SLA)
- Discuss with management team for taking action against bouncing tickets
- Provide inputs on potential process improvement for general ticket and queue management