Customer Service Domestic Voice Manager-BPS

Job Responsibilities:

• Manage 2 sites with a span of 850-900 FTE’s
• Plan batches w.r.t NHs and Refresher training for the projects assigned.
• Review Existing Training Materials and Identify need for updating the same. Should be able to create new content as and when necessary
• Help in designing KRAs for the team and periodically review trainer performance vis-a-vis production performance at regular intervals.
• Conduct and periodically review contents of the initial training of new Agents, including good phone practices, general customer service skills, listening skills, de-escalation skills, and call center policies and procedures along with the trainers designated to the projects/process.
• Develop Refresher training plans based on Training needs for existing Agents to help prepare them for call taking and improving current standards of Quality.
• Using trending data from Quality Assurance reports create one-on-one or group training to resolve training discrepancies.
• Evaluate client’s training requirements and establish training goals/completion milestones for the trainers and process.
• Develop and implement client-specific training programs and scripts, using input from Project Managers, client training materials and Knowledge System contents.
• Develop cross-training materials and SOPs, as required.
• Preparation of Training Plans, and relevant Training reports and Dashboards; decks for MBRs, WBRs, etc.
• Ability to manage teams as allotted
• Develop trainers for on-the-job requirements.
• Must be self-motivated and self-starter.
• Focus on quality and customer service.
• Solid time management skills.
• Must be able to effectively deal with people at all levels inside and outside of the Company.
• Creative ability, writing proficiency and visual graphics design ability.
• Must adapt well to change and successfully set and adjust priorities as needed; Must be proficient with Microsoft Office Suite (intermediate Word, basic Excel, intermediate to advanced Power Point, including ability to create Power Point presentations, and basic Outlook

Criteria:

• Bachelor’s Degree
• Must Have International Experience- at least 5-7 years
• Overall, 10-12 Years of experience including 4-6 Years as Manager
• Inbound and Outbound Voice domain experience is a must.
• Good knowledge /background of the retail industry training experience is preferred.
• Excellent verbal, written and interpersonal communication skills.