Job Location: Bangalore/Bengaluru
Roles and Responsibilities
- Interacting with Clients/Stakeholders to facilitate smooth communication to understand and analyse the business requirements and to identify appropriate solutions to enhance overall customer satisfaction.
- Monitor real-time agent schedule adherence
- Real Time Highlights to Ops on the critical Metrics
- Monitor site adherence
- Key daily exception requests and update schedules
- Getting into Daily/Weekly/Monthly/Quarterly business reviews with Clients & internal stakeholders, plan and Implement operational strategies to ensure enhanced productivity and customer experience.
- Ensuring alignment of campaign plans to capacity, available supply and outbound productivity, while allowing the flexibility to make adjustments where required.
- Proactively recommend corrective actions as situations arise (such as capacity shortfall or significant lists issues)
- Measuring maturity processes / practices in the organization, analysing gaps & recommending action plans.
- Assuring that appropriate processes are followed and identifying weak areas to improve adherence and providing suggestions regarding improvement of processes.
- Managing Dialer ( Genesys) and Campaigns for the process
- Creation of Dialer (Genesys) templates, strategies & rules for better connectivity
Desired Candidate Profile
. Graduation degree
. Excellent Communication Skills and command over English language
• 6+ years of International BPO experience
• Experience with multiple data entry tool, handled CRM
- Advance level of MS Office experience and ability to use MS Excel for reporting
• Customer service orientation with ability to serve multiple customers
- Exceptional communication and organizational skills
• Computer operating and database management skills
• Good attention to detail and the ability to prioritize in a fast-paced environment, analytical and critical thinking skills
• Good Analytical and critical thinking skills
.Managing Dialer (Genesys ) and Campaigns for the process
.Creation of Dialer (Genesys ) templates, strategies
– Capacity planning
– Managing outbound campaigns on dialler
-Knowledge of tools like Genesys, NICE, Verint, Aspect, Avaya will be preferred
Preferred Qualification –
. Master degree
.Knowledge of G-suite
Perks and Benefits