InP - Call Center Trainer Senior

C
confidential


WFH-FIXED SHIFTS/SAT-SUN OFF/UNLIMITED INCENTIVES! , CALL KABIR (WORK FROM HOME)
confidential • Thane, Maharashtra • via Jooble
4 days ago
Full–time
No Degree Mentioned
Apply on Jooble
Job description
We are currently looking out for Customer Support Executives (Voice / E-mail / Chat process)

BPO / KPO SAL 60K + Bonus- JP View email address on foundit.in/ Tc$ / Accenture/ Sterling / Amex & many more
• Salary is upto 60,000 + Annual Bonus
• U.S / U.K / Australia / Day shift Shift Available
• Telephonic Interview
• Fixed Shift / Weekend 's Off
• Call or WhatsApp Kabir View phone number on foundi...
Report this listing

FIS Global


InP - Call Center Trainer Senior
FIS Global • Gurugram, Haryana • via Glassdoor
7 days ago
Full–time
Apply on Glassdoor
Apply on Workday
Apply on Indeed
Apply on Pangian
Job description
Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

High School Diploma

Travel Percentage :

0%
What you will be doing
• Oversees one or more teams of call center quality assurance representatives who perform quality monitoring for the call centers to ensure completion of tasks and attainment of departmental goals.
• Monitors operations to ensure adherence to service level standards and company/department policies and procedures.
• Resolves issues and contributes to business unit/area development.
• Responsible for leading process improvement initiatives within the call center and driving significant process change within the organization.
• Manages personnel activities of staff, i.e., hire, train, reward, motivate, discipline, terminate, performance reviews, and pay discussions.
• Provides coaching and mentoring to call center quality assurance representatives.
• May also consult with customer service managers, supervisors and team leads regarding quality monitoring trends, reports and recommendations.
• Evaluates and assesses new projects based upon size, complexity and time frame.
• Leads and provides direction around department process improvement initiatives.
• Selects and assigns appropriate project leader and team member(s).
• Serves as escalation point for issues beyond team authority; resolves conflicts involving scheduling, resources or technical issues.
• May be responsible for budgeting of department's personnel, capital and/or operations expenses.
• Other related duties assigned as needed.

Instructional Designer Experience preferred who can prepare content

EDUCATION REQUIREMENTS

Bachelor’s degree or the equivalent combination of education, training, or work experience is preferable.

What you Bring
• Considerable knowledge of the company’s products, services and business operations to enable resolution of customer inquiries
• Excellent customer service skills that build high levels of customer satisfaction
• Excellent verbal and written communication skills
• Must be detail-oriented and customer-driven, focusing on providing the highest quality products and services to FIS internal and external customers
• Ability to lead and manage large teams effectively
• Working knowledge of workforce management practices and tools, e.g., scheduling software, quality monitoring software
• Demonstrated problem-solving and decision-making skills
• Demonstrated analytic and root cause analysis skills for process improvement initiatives
• Demonstrates effective people skills and sensitivities when dealing with others
• General skill in the use of MS Office and other standard software applications required to perform the job duties
• Ability to work both independently and in a team environment