Job
Description
Role
Personality Traits:
Ability to perform multiple tasks and adjust quickly in short timeframes with limited direct supervision
Ability to build rapport with others and create a team environment
Strong communication, motivational , time management skills , Ability to work flexible hours (all shifts)
Ability to audit calls and coach for performance
Ability to analyse quality scores and operational matrices and create Plan of Action with measurable changes within timelines
Competencies :
Customer Service Orientation , Written / Oral Communication skills , Planning & Organizing , Problem Solving , Leadership skills & Team Work .
Key Responsibilities:
Responsible for smooth and efficient day-to-operations within their team . The objectives of this role is to drive qualitative performance effectiveness and superior customer experience of his Team. Responsible to coach assigned advisors on observed areas for improvement with respect to product, process, soft skills and communication
Metrics & Performance Management
Operational : Should achieve ASA, AHT, Schedule Adherence, Attendance & Login hour's target for the team
Quality : Ensure team achieves FCR, C-SAT & Quality monitoring targets
People : Responsible for employee morale, absenteeism & attrition
Operations
Audit calls on a daily basis for team and provide feedback
Take 2nd level Escalated calls assist the team with customer complaints, where necessary
Be an SME for his team , ease his/her Team of any queries.
Keep a close track on FCR and critical call parameters on Operational & Quality scores . Review/coach Advisors on the same
Daily Briefing on changes and issues that affect customers or the team, or ensure that staff has accessed to this information
Encourage and implement best practice across the team
Managing staff breaks
People
Managing Team Performance by monitoring of CSEs and providing instantaneous feedback
Complete administrative functions such as maintaining attendance, addressing disciplinary issues etc
Track and monitor adherence and roster
Ensure team is clear on quality and service performance expectations, and are striving to exceed these expectations
Use the performance information to provide positive reinforcement of behaviour or skill
Use information provided by the quality team to provide feedback to individual CSE
Organizational
Provide assistance to other work units when required, particularly in the management of queues
Identify ways to improve skill issues that face the team as a whole, and action accordingly
Participate in Company wide projects/assignments, which could include working on curriculum updates/revisions
Required Candidate profile
Work from Home
Minimum 2 years on Papers as Team Leader
12th Pass/Any Graduate Will Do
Should Have Non-Voice Exposure Email/Chat
24*7 Shifts
Ecommerce Experience will Add Advantage
Should be a Immediate Joiner
Perks and Benefits
PF ESIC Bonus
Contact Person HR Sonam Gussar (7045872994)
Email I.D-sonam.gussar@ril.com
Roles and Responsibilities
Desired Candidate Profile
rahul gupta
Company HR at Reliance Industries Ltd