Roles and Responsibilities :
Drive process performance to achieve and exceed SLA deliverable.
Maintain customer satisfaction ratings based on explicit criteria set forth by the company
Attend mandatory training sessions to stay updated on product or company policy changes
Use company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input
Maintain delivery dashboards with analysis
To motivate, develop and mentor team members in a dynamically changing environment.
Monitor projects/transactions and provide qualitative/constructive feedback to the team members/SMEs
Handle a team of 10-15 agents
Take care of shrinkage and attrition
To create a conducive and stimulating environment for the teams to accomplish their goals
Drive team’s performance by sharing the feedback with the bottom performers on a daily basis
Chat/Email Auditing
Hire new and appropriate candidates for the process whenever it’s required
Responsible to provide the training to new candidates and refresher training to enhance the performance of old agents
Report Making and many more
Desired Skills and Abilities :
About Us
We unlock the possibilities of businesses through the power of people, science and technology.
We started this industry of people insight more than 40 years ago and continue to lead the market with powerhouse product launches, ground-breaking science and business transformation.
When you inspire and transform people’s lives, you will experience the greatest business outcomes possible. SHL’s products insights, experiences, and services can help achieve growth at scale.
What SHL can offer you
An inclusive culture.
A fun and flexible workplace where you’ll be inspired to do your best work.
Employee benefits package that takes care of you and your family.
Support, coaching, and on-the-job development to achieve career success.
The ability to transform workplaces around the world for others.
SHL is an equal opportunity employer. We support and encourage applications from a diverse range of candidates. We can, and do make adjustments to make sure our recruitment process is as inclusive as possible.
At Flex, we welcome people of all backgrounds. Our employees thrive here by living our values: we support each other...
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