Job Description :
Monitor agents to identify errors, deviations initiate corrective measures.
Conduct feedback sessions with Agents.
Participate in design of call monitoring formats and quality standards
Participate in customer and client listening programs to identify customer needs and expectations. Desired Profile :
BPO experience in voice based technical process in an international BPO.
At least one year in the Managerial Role.
P L management experience with an eye for detail.
A demonstrated commitment to high professional ethical standards and a diverse workplace.
Demonstrated leadership and vision in managing major projects or initiatives.
Excellent people manager, open to direction and Collaborative work style and commitment to get the job done.
Basic knowledge of computers, laptops, operating systems and computer hardware.
Excellent communication and strong analytical skills.,
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