Work Location: District 12, HCMC.
Field: BPO – Call Center.
• 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.