Candidate will be responsible to interact with the customer with the intent of achieving the process objectives and addressing customer queries, requests and complaints. He/she will be responsible for service level agreement adherence as specified by processes/clients and ensuring customer delight on every call.
Candidate will be responsible to drive and ensuring the achievement of KPIs by the team. He/She will be directly responsible for conducting coaching sessions, CSE level productivity reviews and ensuring adherence to applicable regulatory guidelines. He/She will be responsible for coordination with respective stakeholders and addressing issues of CSE.
Candidate will be responsible to train onboarded participants on product, process and systems. Identifying training requirements by analysing and interacting with the other stakeholders, designing and implementing refresher training content and coaching existing team members periodically. Analyse performance post-training and improve training content.
Candidate will be responsible to monitor transactions and ensuring that all the pre-defined norms are adhered to on calls through call barging and sharing feedback. Regularly conduct activities that will help the team to enhance performance and organise calibration sessions with the clients and internal stakeholders.
Our management of our clients’ Business Process Services combines strong technology expertise, including back-end architecture development, data management and advanced analytics. Building our own proprietary quality management module for managing the quality of our interactions has given us a competitive advantage. Rewiring processes for speed and efficiency, adapting to an ecosystem of clients, their customers & our team members enables us to deliver agile operations, helping both our clients and their customers.
Our management of our clients’ Business Process Services combines strong technology expertise, including back-end architecture development, data management and advanced analytics. Building our own proprietary quality management module for managing the quality of our interactions has given us a competitive advantage. Rewiring processes for speed and efficiency, adapting to an ecosystem of clients, their customers & our team members enables us to deliver agile operations, helping both our clients and their customers.
Our management of our clients’ Business Process Services combines strong technology expertise, including back-end architecture development, data management and advanced analytics. Building our own proprietary quality management module for managing the quality of our interactions has given us a competitive advantage. Rewiring processes for speed and efficiency, adapting to an ecosystem of clients, their customers & our team members enables us to deliver agile operations, helping both our clients and their customers.
Our management of our clients’ Business Process Services combines strong technology expertise, including back-end architecture development, data management and advanced analytics. Building our own proprietary quality management module for managing the quality of our interactions has given us a competitive advantage. Rewiring processes for speed and efficiency, adapting to an ecosystem of clients, their customers & our team members enables us to deliver agile operations, helping both our clients and their customers.
