Qualifications
Fluent in English.
Exceptional Client focus and orientation
Interpersonal, verbal and written communication skills.
Ability to communicate efficiently with local and global teams
Excellent organizational and time management skills
Ability to multi-task, depending on the criticality of the tasks.
Enthusiastic team player, capable of demonstrating initiative, self-motivation and willingness to learn.
Experience and proficiency with web-based technologies.
Position requires technical knowledge where GLCM Digital experience is asset.
MS office.
MI and Reporting/ Real time management
Principal responsibilities
Ensuring a standard approach to customer experience management and call quality
Ensure root cause analysis is complete and procedures are reviewed/ implemented to avoid reoccurrence. Analyze problems/issues ensuring appropriate actions/recommendations are implemented.
Ensuring healthy VOC outcomes, by generating and tracking relevant VOC MIs, delivering themed coaching and meeting to improve C-sat scores
Thorough review of procedures to be conducted periodically. Pro-actively review and identify knowledge/control gaps within process and take necessary action to mitigate risks. For any amendment to the procedures post review to be updated in EPIPLEX/SharePoint/ any other platform.
Generate, coordinate the preparation of metrics on errors and feedback. Identify, analyze trends and submit reports.
Encourage, coach and mentor team member to consistently maintain a high level of customer service, and provide support to them in their performance improvement journey
Drive rigorous and customer centric quality campaigns and initiatives to increase quality awareness in the team.
Build tracking mechanism and present MI in a timely manner
Proactively implement new initiatives and projects to improve process efficiency and client experience.
Conduct refresh training, product enhancement/release training.
MI and Reporting :
Create and design reporting templates and tools for Operations Team.
Required to generate, maintain, consolidate and track various reports
Updating various informative dashboards and share points on daily, weekly and monthly basis.