Black And White Business Solutions jobs - International BPO Voice Process

Designation: International BPO Voice Process

Skills Required :

• Should be flexible with rotational Shifts
• Under Graduates / Graduates in any specialization
• Minimum 1 YEAR of Voice or Non-Voice Experience mandatory ( International Customer Support / Technical Support )

Roles and responsibilities :

• Conduct calibration sessions to ensure that all key stakeholders are calibrated on what constitutes a quality call.
• Design and Develop evaluation programs that analyze critical performance behaviors and metrics on customer calls.
• Unearth the root- cause of problems, and possible solutions and provide actionable insight for performance improvements.
• Establish a process involving sales TL to disseminate the information to ensure improvements
• Provide feedback to the leadership on agents skills and work approach.
• Capture the voice of the customer from call analysis and provide actionable inputs to sales agents/TLs and category leader and other relevant stakeholders
• Articulate operational issues and trends to management
• Identify areas of improvement in associates' performance through trending and analysis
• Initiate process improvements to effectively align teams' capabilities with current and future needs.
  

Desired Candidate Profile 

* Possess good analytical skills - detail-oriented

* Possess good communication skills, both oral and written

* Have a good attitude - should be committed to the work.

* Any graduates can appear

* Should be flexible with rotational shift.

Experience :

• Previous Companies Offer letter / relieving letter / one-month payslips
• 10th / 12th / Graduation all semester Marks card
• Aadhar Card ID proof
• Pan Cad ID