Process Trainer (Inbound/Outbound)

Location

Mumbai | India

Job description

• Basic process metrics management like Throughput, FAP, C-SAT scores, Call quality scores, Product test scores etc. as defined for his level
• Agent level feedback for quality and product
• Reporting basic escalation to supervisor
• Must have managed BQM, refreshers, calibration, NHT, TNA, TNI, OJT & mock calls
• Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software
• Good interpersonal skills and communication with all levels of management
• Organized and able to create multiple timelines, budgets, and schedules
• Able to multitask, prioritize, and manage time efficiently
• Excellent leadership, team building, and management skills
• Encouraging to team and staff, able to mentor and lead
• Excellent verbal and written communication skills
• Able to analyze problems and strategize for better solutions
• Process and product awareness
• Industry and domain knowledge
• Team Handling/Interpersonal Skills
• Customer's centricity.

Job tags

Salary