Min Graduate with 5-14 Yrs exp in International BPO - Voice Process
Min 2+ Yrs Exp as Quality Analyst (On Paper) - for Calls Quality.
Exp in process improvement & analysis is MUST.
Open for Shifts
Cab facility is given.
Management of daily activities of a team of Voice/backend agents
Ensures achievement of all system, team and individual Customer Service and Tech Support goals and standards
Manages Key performance indicators
Maintain complete knowledge of all service tasks and programs for Fraud Detection/ reporting & Management
Responsible for administrative aspects including reporting
Excellent communication (oral, written), presentation, and interpersonal skills
Demonstrated ability to develop and implement process enhancements including technology and performance
Ability to plan, prioritize, organize and communicate with client
Proficiency in Call center & Tech Support applications, Work-force management applications, Quality tools and technologies, and other related Call Center/Tech Support software
Experienced in goal-setting (defining and prioritizing specific, driving objectives)
Should have worked in International BPO environment
Good working knowledge of Microsoft Office Applications like MS-Outlook, MS-Word, MS-Presentations and MS-Excel.