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  • Posted: Aug 4, 2022
    Deadline: Not specified
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    Bharti Airtel Limited is a leading global telecommunications company with operations in 20 countries across Asia and Africa. With headquarters in New Delhi, India, the company ranks amongst the top 5 mobile service providers globally in terms of subscribers. In India, the company's product offerings include 2G,3G and 4G services, fixed line, high spee...
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    Contact Centre Executive - SmartCash PSB

    Job Purpose

    • The role holder will have the responsibility of ensuring delivery of consistent quality service in the contact centre.

    Key Accountabilities

    • Monitor and manage partner agent’s quality of service delivery by conducting remote random audits for Call Centre.
    • Conduct random re-audits of partner QA audits to ascertain their actual adherence to SmartCash PSB’s required quality audit processBack Office, Outbound, social media, etc.
    • Provide feedback to management on products and services as well as issues affecting customers highlighted from quality monitoring process with a view to improving identified process gaps.
    • Conduct remote random audits for new hires for the Call Centre to determine training effectiveness as well as ensure agents are fit for the job.
    • Ensure all quality monitoring tools are modified to reflect the required parameters and weightages per LOB.
    • Ensure that current and accurate information is sent to frontline on all updates, products, and service offerings to ensure the required knowledge is imparted.
    • Doubt clearing sessions with partner Trainers on products and services.
    • Coordinate scheduling, adherence, and implementation of monthly Job Knowledge Quiz for frontline
    • Provide intelligence for the creation, modification, or clean-up of call tagging categories on the CRM tool.
    • Conducting effective resource planning and scheduling to maximize the productivity of resources (people, technology etc.)

    Education & Experience

    • Bachelor's Degree in any discipline
    • 2-3 years Call Centre background in Banking/Telco/Service industry.

    Skills & Competencies:

    • Proficient in using customer service resolution tools (ACR, SV, ECMS, Maximus)
    • Strong numeric ability
    • Knowledge of performance evaluation and customer service metrics
    • Strong Interpersonal Skills & People Centric.
    • Excellent organizational and leadership skills with a problem-solving ability
    • Effective communication skills
    • Clear in communication, both written and verbal.
    • Ability to assess the value from functions and capabilities of new technologies finding appropriate technical solutions.
    • Knowledge of business process re-engineering principles and processes.

    Method of Application

    Interested and qualified? Go to Airtel on www.linkedin.com to apply

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