Job Location: Ahmedabad
As a Chat Moderator Youll Enjoy:
- Fun, talented and witty teammates
- Knowledgeable, encouraging, and present leadership
- Family-friendly environment
- Free-spirited, theme-based employee events
- Diverse and community-minded organization
- Career-growth and lots of learning opportunities for aspiring minds
- And yes¢?all the competitive pay and benefits youd expect
On a typical day, youll
- Achieve 100% of chat monitoring as per prescribed goals. Chat Moderators weekly / monthly tasks must be managed and met on time. They are responsible for monitoring chats and making decisions on infractions. They educate team by sharing commonalities and recommendations on algorithm modifications. Chat Moderators provide violations and feedback to Managers / Team Leads to discuss areas of improvement with their associates. Chat Moderators are responsible for flagging associates that may need intervention. (Time management, achievement motivation, results orientation, efficiency, accountability)
- Learn key business objectives, timeframes, and requirements associated with each goal and task. Become a quality process and system expert. This includes a high level of knowledge in quality assurance practices, policies, and client specific requirements. They should have a thorough understanding of systems that support those functions. Adapt quickly to any changes in the process. Be able to troubleshoot issues and report issues that will impact department systems. Understand the requirements for each task while strictly adhering to client¢??s and TeleTech¢??s policies. Recommend changes to the process when applicable to improve the overall business experience. (Attention to detail and process, follow-through, technical knowledge, ability to learn, analysis)
- Chat Moderators are responsible for completion of a chat violation evaluations. Chat Moderators should gather information, observe the process and participate in efforts to constantly look for opportunities to improve current processes and associate following chat guidelines, and communicate ideas for improvement to their business owners regularly. (Observation, innovation, creativity, collaboration, communication)
- Provide information and insight to the businesses analysts and managers to help. Participate in testing solutions to ensure problems have been resolved. (Analysis, problem solving, judgment, communication, system troubleshooting)
Why You? What You Bring:
Connections are everything here at TTEC. That means we connect with our customers, our teammates and most importantly with you. And the ability to connect yourself is what you bring to the table¢? along with the following:
- Graduate with strong understanding of TTEC¢??s business, core values, and goals
- Minimum 3 years experience in Reporting & Analytics in a Contact Center/BPO environment
- Great interpersonal skills in dealing with a diverse population
- Open, honest, and empathetic manner when dealing with people
- High customer service orientation
- High level of integrity, honesty, and judgment
- Ability to respect and ensure strict confidentiality of data
- Demonstrated multi-tasking capability and proven success in fast paced environment coupled with good time management
- Strong attention to detail and desire to follow procedures
- Strong verbal and written communication skills
- Proficient English, both written and verbal
- Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), Oracle, Kronos or ability to learn technology quickly
- Have knowledge in using Power BI and data analysis
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