Feladatok

  • Understand the processes requirement followed by imparting knowledge and equipping the Workforce with the skill set in order to run the business as per the requirement.
  • Conducting inductions for New Hire batches
  • Responsible for conducting pre-process and process training to new hires and evaluate their performance based on their competencies
  • Training new advisors before they go live, for voice and accent, application and product and Business Communications
  • Maintain attrition and throughput as per process guidelines
  • Rostering and tracking planned and unplanned leaves
  • Resolving and escalating trainee concerns and issues
  • Coach and counsel where-ever needed
  • Document Training reports and trackers
  • Conduct Pre & Post assessment to identify any red flags (if any)
  • Provide feedback to specific areas of opportunity
  • Provides Training Needs Analysis
  • Coach associates on DSAT with a clear understanding of process requirement
  • Conduct regular audits to check training effectiveness
  • Conduct Recursive Training based on the Training Need Identification/Analysis received from Operations/Quality
  • Helps in creating training modules/curriculum
  • Other tasks that may be required/assigned by the supervisor/manager as required by the business
  • Identifying Red Flags (Poor Performers) and formulating an effective action Plan
  • On floor training. Monitoring and auditing the calls. Coaching the advisors on the floor
  • Keeping track of their performance
  • Attend client calls for discussions on performance of advisors, CSAT, Bottom quartile
  • Advisors, Action Plan, Call Calibration, Weekly dashboard updates

Elvárások

  • Fluent German/Italian/French knowledge (C1+)
  • Strong communication level of English (B2+)
  • At least 2+ years of experience in Customer Service
  • Excellent in verbal & written communication
  • Problem solving abilities, strong logical analytics
  • Must possess good presentation skills
  • Excellent Organizational and planning skills
  • Hands on experience in back office activities – Live Chat, email etc.
  • Flexible to work in shifts: Italian / German between 6:30 and 15:00, French between 13:30 and 22:00

Amit kínálunk

  • Home office opportunityCompetitive salary packageA stable company with long-term job opportunities