Responsibilities

• Basic process metrics management like Throughput, FAP, C-SAT scores, Call quality scores, Product test scores etc as defined for his level.
• Agent level feedback for quality and product Reporting basic escalation to supervisor.
• Proficient computer skills, Microsoft Office Suite (Word, PowerPoint,Outlook, and Excel), and instructional software
• Good interpersonal skills and communication with all levels of management Organized and able to create multiple timelines, budgets, and schedules Able to multitask, prioritize, and manage time efficiently
• Excellent leadership, team building, and management skills
• Encouraging to team and staff, able to mentor and lead Excellent verbal and written communication skills Able to analyze problems and strategize for better solutions
• Process and product awareness Industry and domain knowledge Team Handling/Interpersonal Skills Customers centricity