SME - Operations

Support Team/Coach (SME) shall: Voice LOB

• SeniorCustomerServiceExecutiveswithInternationalprocessexperienceareencouragedtoapplyforthisposition.

1. Support in the new hire experience classroom including crosschecks and contact handling.
2. Possess knowledge of where learners are in their learning whenever providing support.
3. Facilitate debrief sessions.
4. Observe and support contact handling, observe behaviors such as hold, tool usage, and efficient navigation.
5. Attend and engage in the reinforcement training and contribute when applicable.
6. Support questions through various communication tools.
7. Supervise assigned team to meet or exceed client and corporate goals including C-SAT and FCR, Operational metrics, Quality, Customer satisfaction, Client satisfaction, and Profitability/Productivity.
8. Regular monitoring, coaching and development of agents with the team. Implement agent recognition programs under direction of Manager Site Operations. Share best practices across teams and build spirit of teamwork.

Process:ExperienceinVoice Processismandatory(International)

Background:BPOExperience

ShiftWindow:24x7

Weekoffs:Any2daysinaweek

Location:Airoli

ExperienceTarget:Experienceinhandlingteam, havemanagedclients, handsonexcelandpeoplemanagementskills

Skills:Goodcommunicationskills, Excelknowledge, Peoplemanagement, Leadershipskills, QuickLearner, Adaptability, handled attrition & shrinkage, Schedule Adherence, Login Hours Breaks, CSAT, DSAT, AHT, Bottom Quartile Management, NPS.