​Work Location: District 12, HCMC.

Field: BPO – Call Center.

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Job Description:

• Responsible for team mentoring.

• Keep track of schedule adherence. Providing real time Floor Support to agents taking calls.

• Handling the Escalation and Supervisor calls/sessions and taking Tier 1 calls for specific duration to keep yourself updated on the process knowledge.

• Motivating the team members to achieve targets set by the company taking the key metrics into consideration.

• Knowledge sharing and addressing issues of associates through floor walking, live call barging and providing feedback, coaching on the real time/historic basis.

• Taking regular sessions briefing mentees on critical issues affecting process as and when directed.

• Sharing quality audits coaching associates on appropriate measures to correct Quality Process hygiene.

• Contributing in offering recommendations for process product improvement to the Delivery Manager.

• Taking regular pre and post shift huddles discussing high and low pointers.

• Providing Floor support to agents and providing other assistance as the Backup for the Team Leader.

• Willingness to work in Night Shift.