HR Executive at OAF Global Pvt Ltd
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Customer Support Role - International Voice Process (1-10 yrs)
Experince 1+ yrs
Location : Ambattur, Chennai
JD L
- Experience in handling a team size of 25+ technical resources
- In-depth knowledge of all networks, Voice contact center, PBX, Cloud contact center, Telephony system, VOIP, SBC, Voice switch, Voice protocols, UCS, etc
- Interpersonal skills and experience in presenting Problem solving and project management experience
- Team working skills, understanding of business 24/7 Operations role, flexibility required Ability to drive SLAs and Metrics in a must have Candidates with extensive voice experience
- Must have Experience - International Voice /Chat /Email BPO Process.
- Should have excellent communication skills, both verbal & written.
- To manage a large and diverse team.
- Ensure prompt and accurate service and achievement of targets.
- Good Knowledge of MS Excel.
- Good Analytical skills, should be able to highlight the observation with the daily, weekly and monthly production data.
- Drill down reports to identify areas of improvement.
- Need to keep the team members motivated and provide feedback regularly.
- Develop agent skill sets and manage personal development goals for the agents.
- Manage attrition of agents.
- Assign shifts to the agents.
- Coordinate with support functions.
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