Service Support Representative-1 (Communication Coach) JobsCafe.com Job Description Role Purpose:
To be a Subject Matter Expert with respect to communication for the analysts in MSC. Support the operations on any issues or concerns related to communication. Monitor calls and given feedback to agents on communication and in turn help the program to improve.
Key Responsibilities/Outcomes:
• Deliver consistent call coaching's. Ensure that all agent’s in the team are coached
• Ensure effective feedback to all the agents in a timely manner, encouraging improvement for the agent
• Ensure maximum percentage of movement of agents from Bucket C to Bucket B and Bucket B to Bucket A
• Conduct training for Bucket C agents once every month
• Serve as Communication Subject Matter Expert (SME) for agents and point of contact for account(s) with the goal of improving the contractual SLA’s
• Provide effective queue specific trainings as directed by management
• Conduct audits, random monitoring identifying training needs and bringing them to management notice
Key Qualifications:
• Excellent verbal and written communication.
• Willingness and ability to work in shifts (24 x 7).
• Good Knowledge of the various aspects of language
• Multitasking and coordination skills
• Team Player.
• Excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions
Core Competencies:
• Communication skills - written and verbal
• Ability to work in a pressurized environment and able to deliver against a tight timescale.
• Act Independently and be self motivated
• Excellent Problem Solving and Customer Service Skills
• Drive for results
• Attention to Detail
• Customer Focus
Desired Profile Any graduate can apply
Experience 2 - 5 Years
Industry Type BPO/ITES
Functional Area ITES/BPO/KPO, Customer Service, Ops.
Location Bengaluru/Bangalore
Keywords training, call coaching, SME, subject matter expert, service support,
If you meet the above mentioned criteria, apply online
How To Apply- If you have not registered in Naukri.Com
Click here to Post Your FREE Resume
OR
If you have registered in naukri.com, click here
Unisys Recruits Graduates