Role Name: QLEAD
Business Unit: EPS – Palo Alto
Location: Chennai, Perungalathur
Designation: Lead
Grade/ Job Level: JL3A
Job Code: EPS0604
Roles & Responsibilities/ Job Description:
Palo Alto Networks, Global Customer Support is looking for a Technical Assistance Center (TAC) Queue Lead to help us manage the day-to-day operations within the TAC.TAC Queue Lead will be responsible for helping engineers manage their day and ensuring our customers are receiving support in a timely manner. In this role, you will coordinate the distribution of work tasks to TAC Engineers, monitor incoming call volumes and ensure distribution among engineers based on workload, consider time-sensitivity of requests to ensure customer satisfaction and respond to escalations and ensure proper resources are assigned. To carry out this function effectively, our support solutions must be easily accessible, effective, reliable, and deliver results. You will collaborate with our Technical Support leadership team to identify process and staffing gaps and in turn drive down the Average Speed of Answers, Average Time to Resolve thereby increasing customer response times and customer satisfaction.
• Monitor queue for adherence
• Monitor queue and track inbound and outbound interactions while keeping Technical Support Engineers and management aware of the day-to-day volume
• Manually assign cases when necessary
• Identify and escalate priority issues to the appropriate team
• Facilitate call warm hand-offs or transfers between support partners and PANW engineers
• Facilitate theatre and time zone realignments
• Assign maintenance events to engineers based on skillset and service level
• Monitor long interactions to identify engineers who need technical assistance with issues
• Provide the initial response to sales escalations and ensure the case is being worked appropriately
• Provide detailed interaction reports and scheduling changes to all levels of management
• Keep track of attendance, daily statistics, paid time off, sick time, in WFM and adjust schedules when necessary.
Eligibility Criteria to Apply
• Flexible to work in rotational shifts as per the business requirements.
• Qualification: Any Graduation with 15 Yrs of education
• Experience: Minimum 5 years of experience in WFM-RTA
