SME (International voice process)
- PES Hr Services
- 5 Positions
- 4 months ago
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Job Description
We are seeking a Subject Matter Expert fortheir Telecom Process into ISP for Navi Mumbai Airoli location. Please see below some of the responsibilities of the SME role:
Support Team/Coach (SME) shall:
(i) Support in the new hire experience classroom including crosschecks and contact handling.
(ii) Possess knowledge of where learners are in their learning whenever providing support.
(iii) Facilitate debrief sessions.
(iv) Observe and support contact handling, observe behaviors such as hold, tool usage, and efficient navigation.
(v) Attend and engage in the reinforcement training and contribute when applicable.
(vi) Support questions through various communication tools.
(vii) Supervise assigned team to meet or exceed client and corporate goals including C-SAT and FCR, Operational metrics, Quality, Customer satisfaction, Client satisfaction, and Profitability/Productivity.
(i) Regular monitoring, coaching and development of agents with the team. Implement agent recognition programs under direction of Manager Site Operations. Share best practices across teams and build spirit of teamwork.
Process:Experience in VoiceProcess is mandatory(International)
Background:BPO Experience
ShiftWindow:24x7
Weekoffs:Any2daysinaweek
Location:Airoli
ExperienceTarget:Experience in handling team;have managed clients;handson excel and people management skills
Skills:Good communication skills;Excel knowledge;People management;Leadership skills;Quick Learner;Adaptability,handled attrition&shrinkage,Schedule Adherence,Login Hours Breaks,CSAT,DSAT,AHTQuality Bottom Quartile Management,NPS
Notice Period:Oaky with 60 Days Notice or 30days
Budget 4.5 LPA TO 6.5 LPA
Positions 7
OR SME would be okay with Senior Associate with 2+ Years Experience and with someone Sales /Upselling Experience
kindly Contact: hidden_mobile
Email id :hidden_email
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Customer Service (International)Functional Area: Not SpecifiedRole/Responsibilies: SME (International voice process)Contact Details:
Company: PES HR ServicesLocation(s): Dombivali,
Keyskills: sme process telecom subject matter expertise international voice process
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PES Hr Services
Company is one of the leading names involved when it comes to offering solutions pertaining to the web in order to cater with the demands of the corporate world. With a team of dedicated individuals and the trust that our customers have in us, we have reached the great heights. With a well-establish...
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