Detalii loc de munca
Overall Purpose: Is responsible for taking ownership of the allocated processes and ensuring the SLA (Service Level Agreement) deliverables related to the processes are met. He is also responsible for achieving customer satisfaction and for proactively participating in all team activities.
Key Accountabilities: 1. Driving Operational Excellence and Quality Assurance (QA) Adheres and follows the Standard Operating Procedures specified for the process; Ensures process KPIs (Key Performance Indicators) are met for his/her area of competency; Communicates any service delivery issues, deviations or potential delays in achieving KPIs to the manager; Ensures queries are resolved and escalated when required; Ensures regular capture/update of complaints/ Escalated Calls in Log; Functions as per QMS procedures; Performs Quality Control processes in accordance with set guidelines; Identifies areas for improvement in processes & informs the management to obtain approval to implement change. 2. Customer Satisfaction Manages all customer service issues in a proactive & timely manner, including service delivery, service level, service performance; Ensures VOC (Voice of Customer) scores are met or exceeded in their area of competency. 3. Team Orientation Assists process related training for the new recruit; Shadows other agents as and when required; Actively supports the team members to meet their deadlines and team target; Attends all meetings & trainings as per Team requirements; Provides the Team Leader with feedback & raise concerns on process; Participates actively in team building efforts, team and company’s driven activities; Establishes good rapport with team members & across teams; Identifies barriers to team functioning and discusses possible solutions. 4. Learning & Development Participates in all the training sessions provided by Company & Client; Suggest / communicate training requirements to the team leader; Actively contribute in knowledge sharing initiatives leading up to conducting training sessions. 5. Other Is responsible to learn and comply with legal requirements with regards to work safety and security and fire safety; Is responsible for accomplishing duties regarding work safety and security and fire safety as defined by authorized persons; Is obliged to respect all internal regulations and policies; Performs any other reasonable tasks that are needed for process excellence. Authorities The authority is a consequence of the nature the job and of the tasks established or delegated by the department manager.
Nivel minim de educatie necesara Colegiu / studii postliceale