Required skills - Good at problem solving - Good at organizing and multitasking - Able to explain technical problems in simple terms - Good Team Player & motivator - Dedicated to continually update knowledge - Clear understanding of employer’s systems, portal & CRM - In depth knowledge of the basic network infrastructure
RESPONSIBILITIES - Performance monitoring on AHT, Login hours, Quality. - Identify defaults on Business critical Accuracy and help the agent achieve them. - Coach the agents on product and process gaps. - Highlight the unacceptable behaviors and report to the actionable team. - Maintain performance reports of the team. - Part of the calibration sessions with stake holders. - Auditing the Escalation calls and resolving the queue between the TAT allotted. - Call disposition reports were audited on the regular basis and published to the team along with feedback. - Creation of Daily reports.