PROCESS SPECIALIST - VOICE Fresher's job

Team Lead - Adv

Responsibility:

Stakeholder/Business Management:

• '• They would be required to interact with customers (internal / external) to meet process deliverables.

• • Creating medium/complex design concepts for presentations/print/web/Rich media for the client/customer.

Customer Relationship Management:

• • Provide information, educate customer, troubleshoot, probe and fix issues.

• • Follow up on Waiting/Open issues, feedback and coaching.

• • Conduct Quality audits and review of teams’ performance.

People/Team:

• • Conduct Huddles and Team meetings.

• • Contribute to and participate proactively in knowledge sharing sessions.

• • Participate and contribute to organizational activities.

• • Act as a buddy for New Hires.

• • First level reporting.

• • Conduct peer reviews.

• • Conduct refresher training.

• • Collate team performance data for reporting purposes as and when requested by Process and Team Lead.

• In the absence of the PL and TL, perform the following tasks when assigned:

• i Handle escalation calls.

• ii Manage service levels on a daytoday basis.

• • Provide coaching and feedback for improvement.