1P
Job Description
- Basic process metrics management like Throughput, FAP, C-SAT scores, Call quality scores, Product test scores etc. as defined for his level
- Agent level feedback for quality and product
- Reporting basic escalation to supervisor
- Must have managed BQM, refreshers, calibration, NHT, TNA, TNI, OJT & mock calls
- Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software
- Good interpersonal skills and communication with all levels of management
- Organized and able to create multiple timelines, budgets, and schedules
- Able to multitask, prioritize, and manage time efficiently
- Excellent leadership, team building, and management skills
- Encouraging to team and staff, able to mentor and lead
- Excellent verbal and written communication skills
- Able to analyze problems and strategize for better solutions
- Process and product awareness
- Industry and domain knowledge
- Team Handling/Interpersonal Skills
- Customer's centricity