Business Manager at Benison Consulting Private Limited
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Manager - Customer Experience - BPO (3-5 yrs)
Customer Experience Coach
Must have - US customer coach Experience
We ares searching for a top-notch Customer Experience Coach to build and improvise the Technical Support & Customer Success teams to deliver a better quality service in a fast-paced organization. We take customer happiness very seriously and its core to our DNA. You must be flexible, able to work in a startup environment and be hands-on. You must truly enjoy a startup environment where we move fast, adjust the organization as needed, and be adaptable to change.
Experience: 3 - 5 years as a Voice Coach
Shift Timings: 7:30pm to 4:30am (IST)
Skill Set Requirement:
Proven experience of coaching and monitoring voice support operations (International calling). You will work autonomously taking full control and responsibility for hitting objectives related to identification for continuous quality delivery & improvement.
- Conflict resolution skills
- Analytical bend of mind
- Receptiveness to change
- Leadership Qualities
- Customer Service Attitude
- Presentation, Feedback & Coaching skills
- Basic Excel / Reporting skills/knowledge on MS Office
- Technical knowledge of English communication - intonation, syllable, punctuation etc.
Roles and Responsibilities:
- Delivers Voice & Accent Training (Basic & Advanced as and when needed)
- Monitor calls on Communication, Soft Skills, Process & Compliance Parameters
- Provide Coaching & Feedback to enhance agent performance
- Analyze Audit data, Compliance, Communication & Process related data. Prepare & Implement action plans
- Analyze the Coaching / Training needs of the agents & support them in delivery
- Participate in calibrations to ensure consistent scoring & feedback delivery approach
- Conduct Compliance & Communication sessions for new hires
- Develop Action plans and report out the improvement process in business reviews
- Plan & run campaigns to drive Awareness/Improvements on Compliance & Communication
- Any graduate or MBA
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