Descrição

Role Purpose:

• To Barge, Snoop and audit calls and to share feedback to CCE.
• Work on improvising the scripts used at various exit funnels.
• Working on Objection handling scripts and skills of CCE’s.
• Coaching agents on areas of improvements like pitching part / Need generation / Rapport building / etc.
• Case Investigation / Escalation management by CRM Team and Clinic team.
• To handle / deal with dissatisfied customers by calling them or taking 2nd Voice to set examples.
• To manage process updates / changes & maintain process documentations on ongoing basis.

Key Responsibilities

• Measures employee performance via recorded monitoring (Call audits)
• Measures process performance via data (data audit)
• Analyzes performance trend from audit data
• Ability to handle multiple tasks at a time.
• Works with manager CRM on employee coaching & development to enhance or correct the behaviors that lead to excellent Customer Service & Sales skills including process improvents.
• Responsible for timely closure of audit targets & reports.
• Works on a variety of assigned special projects & reports.
• Ability to plan & prioritize work.
• Must be effective and efficient working in a team environment

Profile sought and key requirements

• Experience of 3+ years in a Quality Assurance environment in a call centre. Demonstrated ability in achieving targets.
• Good knowledge of MS word, excel and power point.
• Ability to manage changing priorities, meet deadlines and adapt to a changing business environment
• Excellent communication skills both written and verbal.
• Good problem solving & decision making skills with efficiency to find flaws – Process/Delivery.
• Must be self motivated, detail oriented with good knowledge of Feedback sharing Techniques.
• Candidate with experience in training new hire batches & based out of Gurgaon will be preferred.

Department: CRM

Shift: 6 days working – Mon to Sat – 10 am to 7 pm

Language(s): English, Hindi and Kannada (mandatory)