Job Description
Primary Internal Interactions
-Agents for the purpose of imparting training & feedback
-Assistant Manager for the purpose of reporting performance, clarifying concerns, seeking feedback, support and coordinating process updates.
-Manager for the purpose of settling performance issues and for monthly one on ones
Roles Responsibilities
-Ensure that the process transactions are processed as per Desk Top procedures
Ensure that the assigned targets in accordance with SLA are met
-Ensure that the quality of the transactions is in compliance with predefined parameters
-Provide the relevant process reports on a daily basis
-Ensure adherence to established attendance schedules
-Ensure adherence to Company Policies and Procedures
-Deliver process training for the new hires and existing staff for the particular process
-Manage an effective system for process updates as and query handling for other agents
Minimum Qualification
-Completed at least 2 years in college
Minimum Experience
Technical Skill
Process Specific skills
Soft Skills
-Comfortable with working on computers
-Ability to utilize Excel, Powerpoint and Word
-Good process knowledge as per the specific process
-Should be able to provide coaching and mentoring to agents
-Ability to communicate correctly
-Should be able to communicate in English with proper grammar and sentence construction
-Comprehend written composition
Desirable Skills
-Should show sufficient flexibility and urgency to handle pressure in a cross-cultural environment.
-Must be open to continuous learning and has the ability to make sound decisions
-Should have the drive and maturity to handle all process training related responsibilities.