Job Description: He / She will be responsible for the overall upliftment of the functional expertise of the team member.
At least 8-10 years of Team Leading experience and a minimum relevant experience of 3 years as a SME in a BPO/KPO setting
Capable of designing, managing process orient
Ensure the support executives are comfortable in handling functional issues/concerns
Provide process assistance to front line support executives, Conduct knowledge sharing sessions at a specific frequency
Ensuring the flow of project related information / updates within the project team and with the people concerned.
Build relationship/ trust with support executives so that they are comfortable approaching them for resolution of customer issues
Handling escalation calls
Conduct training sessions
Excellent soft skills
Sync in functionally with the Floor Manager and Team leads
Strong analytical skills