If you're a Graduate in any stream (BA / BCOM / BSC / BBA) with 2-3 years of work experience in BPO / KPO. Please refer to the job advert for further information.
Subject Matter Expert
- Will be required to floor walk and provide active support to the agents and provide resolution to the complicated transactions. Act as point of escalation on the floor to the assigned team. Should report performance and escalate issues proactively.
- Initiate improvement plans based on the observation collated while assisting the associates. Need to add value to the existing system.
- Ability to maintain floor discipline and motivate team.
- Take Team Briefings and cascade process updates and track updates.
- Will work as an acting Team Leader.
- Do Quality Monitoring as and when required.
- Conduct Knowledge checks on associates as and when required.
- Conduct the Refresher trainings based on TNI (Training Need Identification).
- Client communication (verbal / non-verbal) on process related issues.
- Ensuring that team is meeting the client defined Service Levels.
Behavioral Competencies :
Communication and Presentation Skills : Effectively communicating to large number of people at the same time and creating interest and excitement in the subject while gaining the trust and enthusiasm of the audience. Good presenters put energy into their presentations and make their audience feel consulted, questioned, challenged and stimulated.
Analytical Thinking and Decision Making : Bringing disciplined analysis to data and situations, to see cause and effect and taking appropriate decisions that are consistent with available facts, constraints, and probable consequences.
Continuous Improvement : Ability to engage in quality orientation for sustained continuous improvement in processes and systems.
Enthusiastic / Self Motivated : Is motivated to overcome challenges, motivated to have the belief, confidence and not to be skeptical about his or her potential. Motivated to be disciplined in all aspects, remaining devoted and focused. Motivated to get to the bottom of all problems and to reattempt even if unsuccessful.
Functional Competencies :
Coaching and Feedback : Coaching refers to the continuous or frequent administration of feedback in a way that optimizes employee performance.
Proficiency in MS Office : Knowledge and ability to use data processing packages like MS Office in order to generate, analyze and present information.
Domain Related Knowledge : Clear Understanding of the Legal domain/ process to achieve the defined goals.
Client Satisfaction measurement: Client satisfaction/ dissatisfaction measurement &analysis through independent surveys.
Qualification:
Analytical Thinking and Decision Making : Bringing disciplined analysis to data and situations, to see cause and effect and taking appropriate decisions that are consistent with available facts, constraints, and probable consequences.
Continuous Improvement : Ability to engage in quality orientation for sustained continuous improvement in processes and systems.
Enthusiastic / Self Motivated : Is motivated to overcome challenges, motivated to have the belief, confidence and not to be skeptical about his or her potential. Motivated to be disciplined in all aspects, remaining devoted and focused. Motivated to get to the bottom of all problems and to reattempt even if unsuccessful.
Functional Competencies :
Coaching and Feedback : Coaching refers to the continuous or frequent administration of feedback in a way that optimizes employee performance.
Proficiency in MS Office : Knowledge and ability to use data processing packages like MS Office in order to generate, analyze and present information.
Domain Related Knowledge : Clear Understanding of the Legal domain/ process to achieve the defined goals.
Client Satisfaction measurement: Client satisfaction/ dissatisfaction measurement &analysis through independent surveys.
Qualification:
- Graduate in any stream (BA / BCOM / BSC / BBA)
Experience:
- 2-3 years of work experience in BPO / KPO
- Overall Work Experience 24-36 months
Please click the APPLY button to upload your CV via XpressJobs