Responsible for managing the performance for the team of Production Specialist.
Responsible for responding back to the client and internal stakeholders in an efficient and professional manner.
Handles and resolves customer complaints- identify and escalate priority issues.
Build a strong personal customer rapport and establish engagement to drive positive customer experience.
Ensures compliance with all company and departmental policies, procedures, and guidelines
Drive performance for his team and ensure that all client matrices are met as per the SLA, Support service delivery teams in process stabilization
Data Analysis - Analyzing data short-term long-term trends, report generation, graphical representation, business analytics report, management reports
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Work on employee financials (incentives, PBPP, QPLC etc.), stacks, Weekly, Monthly, Quarterly & Annual performance reports, PMS, and attritio
Identify blockages and recommend improvement opportunities. Deliver sound, SMART recommendations in relation to continuous improvement
Should have at least 18 months of Experience in Geographical Information System and exposure to Geographical Information System (GIS) knowledge
Experience working in a QA as Service business unit in BPS
Excellent Communication Skills (Verbal & Written)
Good Analytical and Multitasking Skill
Customer Service Oriented attitude with focus on soft skills.
Job Description
Do:
- Management of daily activities of a team
- Experience in Data Analyst experience
- Ensures achievement of all system, team and individual Customer Service goals and standards
- Manages Key performance indicators
- Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities
- Responsible for administrative aspects including reporting
- Superior communication (oral, written), presentation, and interpersonal skills
- Demonstrated ability to develop and implement process enhancements including technology and performance
- Ability to plan, prioritize, organize and communicate with client
- Proficiency in , Work-force management applications, Quality tools and technologies,
- Experienced in goal-setting (defining and prioritizing specific, driving objectives), Managing escalations.
- • Ensure 100% Error Feedback for Critical, Major and Minor Errors to be shared by all mentors
- To ensure the Quality Scores are met at all times for the workflows mapped to the respective OJT Leads
- Coordinate with delivery managers and the L&D POC to plan sessions
- Drive completion by following with respective leads and managers
Group Lead-Ops
Responsible for managing the performance for the team of Production Specialist
Responsible for responding back to the client and internal stakeholders in an efficient and professional manner
Handle and resolves customer complaints- identify and escalate priority issues
Build a strong personal customer rapport and establish engagement to drive positive customer experience
Ensures compliance with all company and departmental policies, procedures, and guidelines
Drive performance for his team and ensure that all client matrices are met as per the SLA, Support service delivery teams in process stabilization
Data Analysis - Analyzing data short-term long-term trends, report generation, graphical representation, business analytics report, management reports
Work on employee financials (incentives, PBPP, QPLC etc.), stacks, Weekly, Monthly, Quarterly & Annual performance reports, PMS, and attrition
Identify blockages and recommend improvement opportunities. Deliver sound, SMART recommendations in relation to continuous improvement
Should have at least 18 months of Experience in Geographical Information System and exposure to Geographical Information System (GIS) knowledge
Experience working in a QA as Service business unit in BPS
Excellent Communication Skills (Verbal & Written)
Good Analytical and Multitasking Skill
Customer Service Oriented attitude with focus on soft skills.
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