The Client is a key player in the telecommunications and media landscape, known for its comprehensive range of services, commitment to innovation, and dedication to corporate social responsibility in North America. Education: Any Graduate can apply.Work ExperienceMinimum 1-2 year of experience as a process SME with overall 3 years of experience managing Chat / Voice operations.Language & CommunicationAbility to effectively communicate his/her thoughts in a well-organized manner.Monitor projects/transactions and provide qualitative/constructive feedback to the team members.Preferred CompetenciesWe are looking for dynamic team leaders that fit the below competencies and are expected:Monitor projects/transactions and provide qualitative/constructive feedback to the team members.Should be able to respond to client queries/escalations with the desired solutionShould be able to motivate, develop and mentor team members in a dynamically changing environmentEnsure Adherence to Standard Operating Procedures and SLA’sAbility to handle extreme pressure scenarios Excellent hands-on skills to deep into process deeply, ability to identify the gaps and suggest improvement plans to clientDrive process performance to achieve and exceed contractual SLA/KPITo create a conducive and stimulating environment for the teams to accomplish their goalsManage the expectations of his team members and proactively should be able to sense their needs Ability to drive process, performance and transformationAble to guide the team by implementing best practices and always lead-by-exampleShould have excellent problem-solving capabilities and lateral thinking skillsUnderstanding of the process, evaluationEligibilityMinimum 1-2 year of experience as SME with overall 3 or more years of experience.Must have experience in Chat or Voice Process.Should be open to work 24/7To own, drive and develop the team members for being effective in their roleNeed to work towards enhancing the customer experience and overall service deliveryMeeting client expectation and process metric
Job Title
Senior Process Specialist