Team Coach/TL
Hexaware Technologies
Nagpur, India
2d ago

Education

Mandatory : Graduates from any stream or Global Equivalent degree

Experience

  • 1. Minimum 1+ year experience as a Team Leader / Team Coach in voice / chat process
  • 2. Minimum of 3 year of work experience in a Voice / chat Program from premium contact centers
  • Technical Competencies : (Job related)

  • 1. Proficient in MS Office Excel, Word and Powerpoint and possess knowledge of GreenBelt, Lean, Scheduling etc
  • 2. Sound Knowledge of monitoring and reporting tools such as Avaya CMS, Aspect, Verint WFO and BI Tools
  • 3. Should be aware of Ecommerce industry and should have used it in daily professional life
  • Operations :

  • 1. Facilitate day to day Operations
  • 2. Handling 2nd level escalated calls.
  • 3. Checking on call distribution and / or other operational roadblocks and helping ease them for his / her team
  • 4. Keep a close track and drive NPS and critical call parameters like AHT and quality scores & continuously review / coach CSAs on the same
  • 5. Maintain accurate and updated knowledge of all Amazon’s procedures and systems
  • 6. Provide assistance to CSAs on product and assist CSAs with customer complaints, wherever necessary
  • 7. Brief the teams daily on changes and issues that affect customers or the team and ensure that staff has access to this information
  • 8. Encourage and implement best practice across the team
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