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Job Description

• 1. Engage and influence units in driving Training and Development initiatives
• 2. Engage units to co-create Training and Development programs/plans
• 3. Design, plan and execute specific unit requirements including domain and skill certification
• 4. Roll out and drive training need analysis
• 5. Facilitate scheduled and adhoc training delivery
• 6. Support customization of modules as per unit’s requirements
• 7. Identify and coordinate with vendors/institutes to provide external training programs as per unit’s requirement
• 8. Drive and support MDP initiatives
• Provide inputs for development/enhancement of modules
• 9. Ability to support multiple project roll outs
• 10. Ensure client satisfaction, leading to high scores in VOC

Job Description

• 1. Should understand throughput calculation metrics like attrition, shrinkage.
• 2. Should have handled a minimum of 15 to 25 agents as Team Lead.
• 3. Should be able to handle the team’s weekly reviews and encourage team to meet organizational goals
• 4. Responsible for staff retention within the team.
• 5. Should be aware of KRAS, KPIS, SLA, AHT, Occupancy, Attrition Formula, Shrinkage formula.
• 6. Should have Min 2 years of experience as Team Leader

Job Description

Experience

• 1. Minimum of 1+ year as an Assistant Manager
• 2. Needs to be high on responsibility and ownership
• 3. Should have managed multiple processes and ensured delivery within timelines
• 4. Demonstrated ability to understand staffing, process efficiencies, and goal achievement while managing contact center cost
• 5. Extensive experience with telephony and workforce management software programs
• 6. Experience required with inbound/outbound contacts and back office preferred – experience integrating multiple channels into a service model
• 7. Should have exhibited excellent problem solving, critical thinking and communication skills, a detail-oriented personality, and a collaborative spirit;
• 8. Proven demonstration of ability to work with diverse team members and manage multiple and competing priorities
• 9. A commitment to being attentive, persistent, and flexible. Also protective of the integrity and purpose of our organization

Education: Graduates from any stream

Mandatory:

• 1. Adherence to company policies, rules and regulations
• 2. To follow quality processes thoroughly using checklist standards.
• 3. Responsible for complying with all QMS and ISMS Policies and procedures

Job Description

• 1. The incumbent would lead the Quality team and the primary responsibility will be to monitor the work allocation, attend client calls and SMR, prepare different reports, work closely with Ops to ensure that the process is functioning smoothly.
• 2. Manages a team of 15 to 20 Quality Analysts
• 3. To manage transaction quality profile for a customer service voice and email process
• 4. Participates in design of call & email monitoring formats and quality standards
• 5. Defines Quality Framework, CTQs and implementation of Quality Control Plan
• 6. To conduct audits as per defined guideline and sampling for transaction monitoring
• 7. To ensure 100% closure of feedbacks
• 8. To create and publish regular audit reports with management and clients (daily, weekly, monthly)
• 9. To identify gaps and conduct feedback and refresher sessions with agents to improve Quality of calls & emails
• 10. To drive process improvement initiatives
• 11. To drive calibration sessions with internal or external customers
• 12. To conduct training for group of agents, when needed
• 13. To conduct quality induction for new hire batch
• 14. Leads quality monitoring and analysis team and provide trend data to site management team on a regular basis
• 15. Gives subordinate opportunities to develop their own expertise and delegates effectively to ensure shared responsibility for work output
• 16. Maintain overview of daily records, MOMs and Action items
• 17. Organize touch-base meetings with Operations Leadership and discuss on AOIs and major concerns

Job Description

• 1. Review Existing Training Materials and Identify need for updating the same. Should be able to create new content as and when necessary
• 2. Conduct and periodically review contents/initial training material of the initial training of New Hires of the process.
• 3. Develop and conduct Refreshers based on Training needs for existing Agents and help prepare them for the job.
• 4. Using trending data from Quality Assurance reports, create one-on-one or group trainings to resolve training discrepancies.
• 5. Evaluate client’s training requirements and establish training goals/completion milestones
• 6. Develop and implement client-specific training programs and material using input from Project Managers, client training materials and Knowledge System contents.
• 7. Coordinate training activities looping in Hexaware and client stakeholders.
• 8. Facilitate role-playing, test, certification, and remediation.
• 9. If needed, should be able to assist Human Resources and Call Center Management in participating in the selection process of potential candidates;
• 10. Work with the internal management staff to develop and facilitate motivational activities for the advisors.
• 11. Provide assistance in developing cross-training materials and SOPs, as required;
• 12. Preparation of Training Plans, and relevant Training reports and Dashboards.
• 13. Perform other duties as assigned.
• 14. Ability to work in night/rotation shifts as well. Process could also demand a 6 day working and should be open for it accordingly.

Job Description

Experience

Min 1 yr of experience as a Quality Analyst

Technical Competencies: (Job related)

Knowledge of Quality tools

Basic knowledge of Excel

YB Trained preferred

Soft Skills: (Job related)

Required to be able to communicate with different stakeholders effectively

Education

Mandatory: Graduate from any stream

Mandatory: Should be open to rotational shifts/Weekly offs

Desirable: Customer support background

Job Description

Education

Mandatory: Graduates from any stream or Global Equivalent degree

Experience

• 1. Minimum 1+ year experience as a Team Leader/Team Coach in voice/chat process
• 2. Minimum of 3 year of work experience in a Voice/chat Program from premium contact centers

Technical Competencies: (Job related)

• 1. Proficient in MS Office – Excel, Word and Powerpoint and possess knowledge of GreenBelt, Lean, Scheduling etc
• 2. Sound Knowledge of monitoring and reporting tools such as Avaya CMS, Aspect, Verint WFO and BI Tools
• 3. Should be aware of Ecommerce industry and should have used it in daily professional life

Operations:

• 1. Facilitate day to day Operations
• 2. Handling 2nd level escalated calls.
• 3. Checking on call distribution and/or other operational roadblocks and helping ease them for his/her team
• 4. Keep a close track and drive NPS and critical call parameters like AHT and quality scores & continuously review/coach CSAs on the same
• 5. Maintain accurate and updated knowledge of all Amazon’s procedures and systems
• 6. Provide assistance to CSAs on product and assist CSAs with customer complaints, wherever necessary
• 7. Brief the teams daily on changes and issues that affect customers or the team and ensure that staff has access to this information
• 8. Encourage and implement best practice across the team

Job Description

• 1. 8-10 years of prior training experience in reputed call centers and handled a team of Trainers/Sr Trainers/AMs
• 2. Inbound and Outbound Voice domain experience is a must. Soft skills and Communication training knowledge is an add on preferred.
• 3. Good knowledge /background of the retail industry training experience is preferred.
• 4. Excellent verbal, written and interpersonal communication skills.
• 5. Must be self-motivator and self-starter.
• 6. Focused on quality and customer service.
• 7. Solid time management skills.
• 8. Must be able to effectively deal with people at all levels inside and outside of the Company.
• 9. Creative ability, writing proficiency and visual graphics design ability.

Job Description

1. 1. Should have 10+ years’ work experience from BPO including 3+ years into end to end BPO Transition.
2. 2. Worked on MS Excel, MS Visio, MS Project ,MS Word & MS PPT
3. 3. Knowledge of creating and tracking project progress on MS Project

      Desired PMP Certification.

Job Description

Experience • Fresher or Experienced candidates can apply Education HSC and above Mandatory: • Adherence to company policies, rules and regulations • Fluent English Communications skills

Job Description

Experience

• • 6 month sales experience required.

Language

• • Tamil/Telugu/Kannada

Education

HSC and above

Mandatory:

• • Adherence to company policies, rules and regulations
• • Fluent English Communications skills