JAI Ambey Emergency Services (i)
Location
Raipur | India
Job description
1. Calls: -
a) Proper Rostering with peak non peak hours.
b) Festival days to be planned in advance to meet the call volume.
c) All the soft phones to be in auto answer mode. Day wise status to be monitored.
d) TL should ensure Real Time Queue Management.
e) TL should ensure that agents on floor are maintaining the
specified AHT.
2. Average Handling Time: -
a) Proper skill, process quality training to be ensured to all the agents, especially to the new Trainee agents with less than two months tenure.
b) ERO should not spend time on repeating questions to the caller.
c) ERO should capture the mandatory information at a stretch.
d) ERO should not ask caller for choice of base location
e) ERO should disconnected the call after assignment the case and confirming the address to EMT.
3. Quality: -
a) ERO call quality plays a vital role both for the external internal customers. The ERO should be empathetic with caller.
b) ERO should adhere to the pre-defined process skill.
c) Apart from the quality team, TL should monitor the calls of the EROs and feedback shared on daily basis.
4. ERO Productivity: -
Productivity plays a vital role in the optimum utilization of the resources, shift wise agent wise Logins and productivity to be maintained by the respective TLs and should ensure that all the EROs meet the specified target.
5. Process Test Knowledge: -
Monthly once PKT to be conduct for all the EROs on skill sets pertaining to process, skill quality.
Experience(years) 0 - 1
Qualification
GRADUATE
Job tags
Salary
