Job Description

JOB PROFILE:  

• Controlling people attrition and absenteeism by being People focused with orientation of resolving people related issues. Giving adequate time to all people in his team.
• Quality and customer focused by ensuring the quality targets and activities are planned and controlled.
• Process metrics management like ACHT, Sales, Dial out, Conversions, Login hrs, C-SAT scores, Call quality scores, Product test scoresetc as defined for his level.
• TL/AM level feedback for quality and product - Escalation to supervisor.
• Able to project client escalation and control proactively
• Able to communicate to client for hep required and escalations
• Measure and ensure client KPI
• Coordinate with support functions for team approach
• Billing as per approved count
• Reviews with client and internal management
• Able to give the process improvement suggestions
• Ensuing billing and collections on the time.
• Coordinate with internal functions for support required.

Knowledge Skills:  

• Good command over English
• Process and product awareness
• Industry and domain knowledge
• Customer s centricity
• Internal policies awareness and issue management
• Ms PowerPoint, MS Excel, Word and Outlook
• Good Written communication
• Client communication capability.
• Graduate in any stream or 12 3 years Diploma.
• 6 plus years of experience in customer services/Sales / BPO/KPO Industry.