Teleperformance Global Services Private Limited
Location
Secunderabad | India
Job description
Greeting from Teleperformance...!!
We are looking for a Process Trainer to train our customer support group (inbound/outbound on the following,
Call handling process
Soft skills
Communication skills
Query resolution
The desired candidate should possess the following (but not limited to)
Should have an in depth knowledge of call handling process.
Proficiency in Soft skills training
Audit customer calls and give feedback to customer support group and concerned stakeholders
Documenting training progress and reporting to concerned stakeholders
Should have classroom training experience including running orientation programs for new joiners in customer support group
Should have knowledge of industry standards related to customer satisfaction scores
Conduct short modules of refresher training on the floor.
Should have knowledge of e-learning tools and blended learning approaches for customer support executives.
Able to plot and analyze key performance metrics related to customer support function.
Work closely with ops, QA team to understand areas of interdependence with customer support group and suggest ways to resolve bottlenecks if any.
A customer service mindset and values like empathy are highly desirable
Job tags
Salary
