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