Concentrix is a technology-enabled global business services company specialising in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
Key responsibilities:
Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).
Drive team metrics
Regularly monitor closure of service levels
Ensure prompt escalations to the Team Captain
Supervise team members in the absence of the Team Captain.
Monitor performance and quality scores of team members
Take production and escalated calls
Add value to the program by identifying improvement areas
Listen attentively to customer needs and concerns; demonstrate empathy
Clarify customer requirements; probe for and confirm understanding of requirements or problem
Confirm customer understanding of the solution and provide additional customer education as needed
Resolve customer queries independently
Help new hires in nesting and early ramp stage
Competence in MS Office is a must
Efficient in learning process quickly and able to conduct the quality audits
Identifying and addressing problems and opportunities
Solid time management and behavioral skills
Desired Skills:
Graduate in any stream
Versatile with shifts 24*7
Work experience in the BPO industry in Chat/Voice/Email setting
B2 Proficiency in English language
Effective oral and written communication in English
Ability to learn including strong problem-solving skills
Demonstrate strong probing and problem-solving skills
Should be able to handle complex queries
Previous experience in social media
Education : Graduate
Disclaimer:-
'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.