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At WAISL, we are paving the way for innovation in aviation. And we invite you to be a part of this opportunity to drive transformative change that contributes to improving the lives of millions worldwide. Our influential client base and commitment to excellence create an inspiring environment for talented individuals like you to thrive, innovate, and shape the future of airports, related ecosystems and air travel.

Shift Lead – CSD

Job Category: Information Technology
Experience: 3-5 Years
Job Location: Hyderabad
Number of positions: 1
Central Service Desk (CSD) – Monitoring of call attending & speed of answer of CSD Executives and
ensure to meet SLAs for CSD parameters.
Incident Management – Monitor and intervene FCR process for resolution of tickets within SLA.
Operational Metrics
Creation of metrics related to the following –
a) Productivity metric of CSD Executives performance
b)  Feedback metric of stakeholder on requirement basis
c)Preparing operational reports.
Monitoring of Ticket
Ensure the ticket attributes logged completely and correctly.
Do daily call barge in for Agents & get their feedback recorded &  published
Get CSD report & align teams w.r.t to CSD report to improve performance.
Mitigate risks to SLAs

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