Work Experience
To motivate, develop and mentor team members in a dynamically changing setting
Ensure adherence to the process deliverable (SLA's)
Governance on daily shrinkage and attrition
Work closely with all support function teams.
Monitor projects/transactions and provide qualitative/constructive feedback to the team members/SMEs.
Perform regular audit checks on client defined compliance requirements
Answer operations related queries from the client.
Drive process performance to achieve and exceed SLA deliverable.
To create a conducive and stimulating environment for the teams to accomplish their goals.
Manage expectations of his/her team members and proactively should be able to sense their needs.
Represent the organization and participate in client visits and reviews.
Ability to drive process, performance & transformation
Maintain delivery dashboards with analysis
To be a part of the client calibration call to have better understanding of the process
Eligibility
Domain Experience: Customer Service.
Channel Experience: Voice experience (International Process)
Work Experience: Min 3 Years or more in an international process with minimum 1 years of experience in Voice preferred
Exposure to Client Handling
Shift: Rotational shifts
Process Working Hours: 24x7
Attitude: Customer and Solution Centric, patient & empathetic, eye for detail
Tool/Application Experience: Reasonable understanding of working Microsoft Excel and Microsoft Word
Change Management: Versatile, adaptable to the evolving needs of a high-growth, and rapid paced organization environment.