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

Managing Team Performance by monitoring of CSEs and providing instantaneous feedback

Complete administrative functions such as maintaining attendance, addressing disciplinary issues etc

Track and monitor adherence and roster

Ensure team is clear on quality and service performance expectations, and are striving to exceed these expectations

Use the performance information to provide positive reinforcement of behaviour or skill

Use information provided by the quality team to provide feedback to individual CSE

Organizational

Provide assistance to other work units when required, particularly in the management of queues

Identify ways to improve skill issues that face the team as a whole, and action accordingly

Participate in Company wide projects/assignments, which could include working on curriculum updates/revisions

Required Candidate profile

Work from Home

Minimum 2 years call center experience.

Must be a graduate

12th Pass

Hindi + Marathi language mandatory

Candidate need to have 5.5 inch screen mobile phone with 3 GB RAM

Good internet connectivity of 5 MBPS speed (can watch videos easily from place of work in youtube without buffering)

Work from home work environment

Perks and Benefits

PF ESIC Bonus

Contact Person

Ujjal Sengupta

Email :- ujjal.sengupta@ril.com