Auditing calls and sharing feedback to improve customer experience.
Provide Coaching & Feedback to improve agent performance
Attending reviews to share weekly results and achievements.
Understanding the training needs and coming up with appropriate action plans.
Share daily, weekly and monthly reports with the stakeholders.
Identify areas of chance and develop action plans.
Perform additional duties as required and or requested.
Desired Candidate Profile
In depth understanding of softer aspects of call handling
Ability to train and up-skill resources on delivering brilliant customer experience
Presentation skills
Positive communication
Customer Service Attitude
Conflict resolution skills
Basic understanding of Audit & Coaching process
Feedback & Coaching skills
Analytical bent of mind
Valuable Knowledge of MS Office
Interest in Role / Motivation factors
Role: Operations - Other
Industry Type: BPM / BPO
Department: Customer Success , Service & Operations
Employment Type: Full Time, Permanent
Role Category: Operations
Education
UG: Any Graduate
PG: Any Postgraduate