Team Leader/ Assistant Manager - Quality/ Process Excellence

AblyCon Global
  • Delhi, Noida
  • 10-20 lakh
  • 5-10 years
  • Views
  • 21 Jun 2017

  • Customer Service, Operations

  • BPO/ ITES/ Call Centers
Job Description

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)
Managing escalations
Should have worked in International BPO environment
Good working knowledge of Microsoft Office Applications like MS-Outlook, MS-Word, MS-Presentations and MS-Excel.


Competencies/Skill sets for this job

Voice Process International Bpo Quality Tools Callmonitoring

Job Posted By

Usha
HR Team

About Organisation

AblyCon Global