INTERNATIONAL BPO VOICE
Job Description
Role and Key responsibilities:
- Groom new hires & provide floor support to enhance customer experience
- Real Time support to advisors and monitor performance
- Identify root cause issues and recommend solutions.
- Effectively monitor and evaluate performance.
- Provide appropriate Coaching, evaluation feedback to Advisors.
- Handle voice calls and chat within their skill set.
- Perform transaction monitoring evaluations.
- Create, maintain and execute coaching plans, ensuring up-skilling to meet and exceed performance targets
- Work collaboratively with customers to deliver high levels of First Contact Resolution and Customer Satisfaction
Key Skills and knowledge:
- Excellent written & verbal communication skills
- Strong customer service aptitude
- Strong Excel & Analytical skills shall be an added advantage.
- flexible, sensitive and open minded when dealing with customers.
- Expertise & proficiency in Banking products preferably credit cards
- Experience handling voice and chat transaction.
- Knowledge of Quality metrics & guidelines
- Experience in coaching individuals via observation, feedback, mentoring and task demonstration
- Ensure the highest standards of service delivery are maintained, monitoring quality performance and providing feedback to team members.
- Conduct audits of processes and transactions to identify areas for improvement.
- Implement process improvements to optimize efficiency and customer satisfaction
Educational Qualification: Graduate