• Citizen

• Full Time

• Direct Hire

• UG :- - Not Required

• PG :- - Not Required

• No of position :- ( 1 )

• Post :- 25th Jun 2022

Prerequisites

• Willing to work in 24*7 Voice process
• Should have team management experience

Key Skills

• Ability to Handle high level client escalation & respond in a timely manner
• Should be able to Train resources when required & Act as a SME where required
• Hands-on experience in evaluating performance and developing action plans for improvements
• Update Knowledge management base for entire team
• Co-ordinates all training / process related activities
• Responsible for conducting monthly assessments for all associates and maintaining skill competency matrix
• Bring the BQ associates on track and improve performance levels of them as well as team
• Should be a good people leader who can manage absenteeism and attrition
• Experience in implementing metrics and measurements
• Experience in workforce planning, estimation and Budgeting

Job Responsibilities

• Handle all client requests and escalations at the right time
• Maintain &Analyze data on various KRAs to improve process performance
• Manage and maintain various trackers such as quality, DSAT analysis, performance score cards etc.,
• Coach / provide feedback to associates for overall improvement
• Conduct case scrubs to determine root causes
• Manage absenteeism and attrition of the engagement
• Design and Implement rewards and recognition and performance improvement policy for the subordinates
• Conduct periodic performance reviews for team members Roles and Responsibilities