PROCESS SPECIALIST - VOICE

Team Lead - Adv

Responsibility:

Stakeholder/Business Management:

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• '• They would be required to interact with customers (internal / external) to meet process deliverables.
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• • Creating medium/complex design concepts for presentations/print/web/Rich media for the client/customer.
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Customer Relationship Management:

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• • Provide information, educate customer, troubleshoot, probe and fix issues.
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• • Follow up on Waiting/Open issues, feedback and coaching.
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• • Conduct Quality audits and review of teams’ performance.
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People/Team:

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• • Conduct Huddles and Team meetings.
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• • Contribute to and participate proactively in knowledge sharing sessions.
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• • Participate and contribute to organizational activities.
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• • Act as a buddy for New Hires.
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• • First level reporting.
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• • Conduct peer reviews.
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• • Conduct refresher training.
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• • Collate team performance data for reporting purposes as and when requested by Process and Team Lead.
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• In the absence of the PL and TL, perform the following tasks when assigned:

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• i Handle escalation calls.
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• ii Manage service levels on a daytoday basis.
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• • Provide coaching and feedback for improvement.
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