Role:PROCESS SPECIALIST - VOICE
Location: HYDERABAD
JOB DESCRIPTION:
Stakeholder/Business Management:
- ‘• They would be required to interact with customers (internal / external) to meet process deliverables.
- • Creating medium/complex design concepts for presentations/print/web/Rich media for the client/customer.
Customer Relationship Management:
- • Provide information, educate customer, troubleshoot, probe and fix issues.
- • Follow up on Waiting/Open issues, feedback and coaching.
- • Conduct Quality audits and review of teams’ performance.
People/Team:
- • Conduct Huddles and Team meetings.
- • Contribute to and participate proactively in knowledge sharing sessions.
- • Participate and contribute to organizational activities.
- • Act as a buddy for New Hires.
- • First level reporting.
- • Conduct peer reviews.
- • Conduct refresher training.
- • Collate team performance data for reporting purposes as and when requested by Process and Team Lead.
• In the absence of the PL and TL, perform the following tasks when assigned:
- i Handle escalation calls.
- ii Manage service levels on a daytoday basis.
- • Provide coaching and feedback for improvement.
Education Required:
Graduate (exclusion:BE/BTech/MCA) or High School graduate or above as may be applicable in the Geo
skills
- Speaking English
- Customer Service
