The Airport domain is growing at a rapid pace – domestically at over 10% and internationally at about 5%, with over 50+ new airports coming up in the next 10 years. WAISL is the only one-of-its-kind in the aviation industry. We handhold the Airports to deliver their services efficiently and effectively. We partner with them on their journey of modernization and digitally transforming themselves.

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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