Roles and Responsibilities:

1. Ownership of Soft Skills Quality for a single or multiple Service Desk/L1 Accounts

2. Transaction monitoring and in person feedback

3. Ensure that the audit and feedback target is met and the report is sent to the delivery on a monthly basis

4.New projects to achieve an SS score >85% within 3 months of Go Live Design and Steady State Projects to show continuous improvement

5. BQ Training need analysis and creation of refresher training plan

6.Conduct refresher training which includes communication, soft skills, customer satisfaction and culture affinity to ensure that the team members in BQ and the others improve their call handling skills and are well equipped to handle the customers

7. Plan and run CSI programs to improvise customer experience

8.Be a part of calibrations within the SS coaches’ team and conduct calibrations with the process auditors (delivery) to ensure that the quality is standardized in terms of the audits done and the feedback shared

9. Be a part of the client visits

10. Prepare and present content on the work being done (based on the requirement)

11. Be a part of cultural acquainted events and ensure that the team is motivated to perform good

12. Would also be a part of hiring drives to ensure that the right talents are hired

Requirements:

1. Good knowledge in Training/Coaching /Content development/Feedback sessions/Customer service

2. Ability to manage with minimum supervision

3. Excellent communication skills

4. Needs to have good knowledge on generating reports in Excel

5. Willing to travel and work in 24x7 environment

6. Needs to be a good team player

7. Excellent in Soft skills to train team members

8. Good knowledge of Voice and Accent, Grammar, Customer Service and Call/Telephone Etiquette concepts

9. Should be proactive and responsible overall

任职需求：

1.拥有IT Service Desk的工作经验

2.员工的监控和反馈

3.制定培训需求分析和培训计划

4.熟悉培训、指导、内容开发、反馈、客服服务、电话礼仪等

5.韩语英语均可沟通

上班地址：新金桥路27号