Process Specialist - Voice

About this role

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• They would be required to interact with customers (internal / external) to meet process deliverables.
• Creating medium/complex design concepts for presentations/print/web/Rich media for the client/customer.
  
  

• Provide information, educate customer, troubleshoot, probe and fix issues.
• Follow up on Waiting/Open issues, feedback and coaching.
• Conduct Quality audits and review of teams’ performance.
  
  

• Conduct Huddles and Team meetings.
• Contribute to and participate proactively in knowledge sharing sessions.
• Participate and contribute to organizational activities.
• Act as a buddy for New Hires.
• First level reporting.
• Conduct peer reviews.
• Conduct refresher training.
• Collate team performance data for reporting purposes as and when requested by Process and Team Lead.
• In the absence of the PL and TL, perform the following tasks when assigned:
• i Handle escalation calls.
• ii Manage service levels on a daytoday basis.
• Provide coaching and feedback for improvement.
  
  

• Customer Service