Ops SME
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Job Location:
Monthly Salary:
Posted on:
11 hours ago
Vacancies:
1 Vacancy
Job Summary
Foundever is currentlyseekinga Subject Matter Expert fortheir Telecom Process into ISP for Navi Mumbai Airoli see below some of the responsibilities of the SME role:
Support Team/Coach (SME) shall:
- Support in the new hire experience classroom including crosschecks and contact handling.
- Possess knowledge of where learners are in their learning whenever providing support.
- Facilitate debrief sessions.
- Observe and support contact handling observe behaviors such as hold tool usage and efficient navigation.
- Attend and engage in the reinforcement training and contribute when applicable.
- Support questions through various communication tools.
- Supervise assigned team to meet or exceed client and corporate goals including C-SAT and FCR Operational metrics Quality Customer satisfaction Client satisfaction and Profitability/Productivity.
- Regular monitoring coaching and development of agents with the team. Implement agent recognition programs under direction of Manager Site Operations. Share best practices across teams and build spirit of teamwork.
Process:ExperienceinVoice Processismandatory(International)
Background:BPOExperience
ShiftWindow:24x7
Weekoffs:Any2daysinaweek
Location:Airoli
ExperienceTarget:Experienceinhandlingteam havemanagedclients handsonexcelandpeoplemanagementskills
Skills:Goodcommunicationskills Excelknowledge Peoplemanagement Leadershipskills QuickLearner Adaptability handled attrition & shrinkage Schedule Adherence Login Hours Breaks CSAT DSAT AHT Bottom Quartile Management NPS
About Company
Foundever is a global leader in customer-experience (CX) outsourcing, combining human expertise and AI-driven capabilities to support over 9 million customer interactions daily across 60+ languages in 45 countries.
