Key responsibilities:  

• Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert). 
• Drive team metrics 
• Regularly monitor closure of service levels 
• Ensure prompt escalations to the Team Captain 
• Supervise team members in the absence of the Team Captain. 
• Monitor performance and quality scores of team members 
• Take production and escalated calls 
• Add value to the program by identifying improvement areas 
• Listen attentively to customer needs and concerns; demonstrate empathy 
• Clarify customer requirements; probe for and confirm understanding of requirements or problem 
• Confirm customer understanding of the solution and provide additional customer education as needed 
• Resolve customer queries independently 
• Help new hires in nesting and early ramp stage 

Desired Skills:  

• Graduate in any stream 
• Flexible with shifts 24*7 
• Work experience in the BPO industry in Chat/Voice/Email environment 
• B2 Proficiency in English language 
• Effective oral and written communication in English 
• Ability to learn including strong problem-solving skills 
• Demonstrate strong probing and problem-solving skills 
• Should be able to handle complex queries 

NEED IMMEDIATE JOINERS

Education: Graduate