Process Specialist - Voice
Hyderabad, Telangana, India
2d ago


Team Leader - Tech Support / Team Manager - Tech Support

Qualification :

Graduate (exclusion :

BE / BTech / MCA) or High School graduate or above as may be applicable in the Geo

Responsibility :

Stakeholder / Business Management :

  • They would also be required to interact with customers (internal / external) to meet process deliverables.
  • They serve all client business divisions with the client side interactive components using JavaScript / JQuery, Ad development through various mobile Ad producer tools, creating expanded ads with page redirects with customize animation and image galleries etc.
  • Customer Relationship Management :

  • Articulate / communicate in a manner that is understood by clients / endusers.
  • Connect with the customer & provide highest level of customer satisfaction.
  • Process Improvements and Adherence :

  • Ensure process guidelines are followed and met as documented.
  • Adhere to shift handover process.
  • Quality Monitoring.
  • Be responsible for the process improvement ideas on productivity, accuracy & turnaround time.
  • Project Control, Management and Review / Program delivery :

  • Raise process related issues on time with process lead and team lead.
  • Resolve process related queries and expedite on data requests.
  • Record data relating to production statistics, enduser related notes, etc as appropriate.
  • Contribute towards creation of knowledge updates & stay updated with process knowledge / changes.
  • Perform root cause analysis on the errors made by the team members.
  • People / Team :

  • Conduct Huddles and Team meetings.
  • Contribute to and participate proactively in knowledge sharing sessions.
  • Participate and contribute to organizational activities.
  • Act as a buddy for New Hires.
  • First level reporting.
  • Conduct peer reviews.
  • Conduct refresher training.
  • Collate team performance data for reporting purposes as and when requested by Process and Team Lead.
  • In the absence of the PL and TL, perform the following tasks when assigned :
  • i Handle escalation calls.
  • ii Manage service levels on a daytoday basis.
  • Provide coaching and feedback for improvement.
  • Must Have Skills

  • Customer Service
  • Online / Digital Marketing
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