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JOB PROFILE

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  • 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.


ELIGIBILITY CRITERIA
.Should know Hindi, English & Marathi. .Must have worked a trainer for min 1 year for outbound (customer service, sales & collections) process.

LOCATION
.NAVI MUMBAI.