Job Title

Leading BPO in HyderabadHiring for SME/Subject Matter ExpertInternational Banking Voice Process5 Days workingShifts 24*7Customer Service ProcessRequire Either SME on Papers or Tenured Sr Executive on papersLooking for Immediate joinersRole and Key responsibilities:- Groom new hires & provide floor support to enhance customer experience - Real Time support to advisors and monitor performance - Identify root cause issues and recommend solutions. - Effectively monitor and evaluate performance. - Provide appropriate Coaching, evaluation feedback to Advisors. - Handle voice calls and chat within their skill set. - Perform transaction monitoring evaluations. - Create, maintain and execute coaching plans, ensuring up-skilling to meet and exceed performance targets - Work collaboratively with customers to deliver high levels of First Contact Resolution and Customer Satisfaction- Key Skills and knowledge: - Excellent written & verbal communication skills - Strong customer service aptitude - Strong Excel & Analytical skills shall be an added advantage. - flexible, sensitive and open minded when dealing with customers. - Expertise & proficiency in Banking products preferably credit cards - Experience handling voice and chat transaction. - Knowledge of Quality metrics & guidelines - Experience in coaching individuals via observation, feedback, mentoring and task demonstration - Ensure the highest standards of service delivery are maintained, monitoring quality performance and providing feedback to team members. - Conduct audits of processes and transactions to identify areas for improvement.Interested candidates can mail their cv at simmi@ or call at 8467054123