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 Reliance Industries Ltd

  • 2 - 4 years
  • Mumbai, Navi Mumbai, Thane
  • Applicants: 0
  • Views: 84
  • Posted: 30 06 2020
  • Full Time

Job Details

Experience: 2 - 4 years

Qualification: Any graduate(Any)

Salary Offered: Not Disclosed

Functional Area: Customer Service / Call Centre / BPO

Industry: ITES / BPO

Role: Team Leader

Job Location: Mumbai, Navi Mumbai, Thane

Gender: Any Gender

Number of Vacancy: 18

Language: English

Job Description

Personality Traits: Need to be a Graduate / two years experiences / If the member is thru IJP then these conditions don't apply. . Ability to perform multiple tasks and adjust quickly in short timeframes with limited direct supervision Ability to build rapport with others and create a team environment Strong communication, motivational , time management skills , Ability to work flexible hours (all shifts) Ability to audit calls and coach for performance Ability to analyse quality scores and operational matrices and create Plan of Action with measurable changes within timelines Competencies : Customer Service Orientation , Written / Oral Communication skills , Planning & Organizing , Problem Solving , Leadership skills & Team Work . Key Responsibilities: Responsible for smooth and efficient day-to-operations within their team . The objectives of this role is to drive qualitative performance effectiveness and superior customer experience of his Team. Responsible to coach assigned advisors on observed areas for improvement with respect to product, process, soft skills and communication Metrics & Performance Management Operational : Should achieve ASA, AHT, Schedule Adherence, Attendance & Login hour's target for the team Quality : Ensure team achieves FCR, C-SAT & Quality monitoring targets People : Responsible for employee morale, absenteeism & attrition Operations Audit calls on a daily basis for team and provide feedback Take 2nd level Escalated calls assist the team with customer complaints, where necessary Be an SME for his team , ease his/her Team of any queries. Keep a close track on FCR and critical call parameters on Operational & Quality scores . Review/coach Advisors on the same Daily Briefing on changes and issues that affect customers or the team, or ensure that staff has accessed to this information Encourage and implement best practice across the team Managing staff breaks People.

Skills Required

communication skill
customer experience
time management

Key Requirements

Personality Traits:

 

Need to be a Graduate / two years experiences / If the member is thru IJP then these conditions don't apply. .

Ability to perform multiple tasks and adjust quickly in short timeframes with limited direct supervision
Ability to build rapport with others and create a team environment
Strong communication, motivational , time management skills , Ability to work flexible hours (all shifts)

Ability to audit calls and coach for performance
Ability to analyse quality scores and operational matrices and create Plan of Action with measurable changes within timelines

Competencies :

 

Customer Service Orientation , Written / Oral Communication skills , Planning & Organizing , Problem Solving , Leadership skills & Team Work .

Key Responsibilities:

 

Responsible for smooth and efficient day-to-operations within their team . The objectives of this role is to drive qualitative performance effectiveness and superior customer experience of his Team. Responsible to coach assigned advisors on observed areas for improvement with respect to product, process, soft skills and communication

Metrics & Performance Management

Operational : Should achieve ASA, AHT, Schedule Adherence, Attendance & Login hour's target for the team

Quality : Ensure team achieves FCR, C-SAT & Quality monitoring targets

People :  Responsible for employee morale, absenteeism & attrition

Operations

 

Audit calls on a daily basis for team and provide feedback

Take 2nd level Escalated calls assist the team with customer complaints, where necessary

Be an SME for his team , ease his/her Team of any queries.

Keep a close track on FCR and critical call parameters on Operational & Quality scores . Review/coach Advisors on the same

Daily Briefing on changes and issues that affect customers or the team, or ensure that staff has accessed to this information

Encourage and implement best practice across the team

Managing staff breaks

People

Company Logo

Email: info@ril.com

Contact Person: HR

Web: www.ril.com

ABOUT COMPANY

Reliance Industries Limited Is The Largest Private Sector Corporation In India With Annual Revenue Of Us$ 62.2 Billion And Net Profit Of Us$ 3.8 Billion. The Groupââ?¬â?¢s Activities Span Hydrocarbon Exploration And Production, Petroleum Refining And Marketing, Petrochemicals, Retail And Telecommunications. Reliance Industries Ltd Is Indiaââ?¬â?¢s First Private Sector Company To Feature In Fortune Global 500 List Of ââ?¬Ë?worldââ?¬â?¢s Largest Corporationsââ?¬â?¢, Currently Ranking 114th In Terms Of Revenue & 155th In Terms Of Profit. Ril Strives To Be A Product And Service Leader Across Its Industries, A Great Work-place And Above All, To Create Value For Its Stakeholders And Society.

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