Senior Process Associate-Voice
HCLTech · Lucknow
PayPay not listed
WhereLucknowUttar Pradesh
TypeFull time
Posted13 Oct18 days ago, via SimplyHired
Kaam checked
No fee, deposit or pay-to-apply signs
Good spoken and written English expected
No vehicle or licence needed
Skills they list21 named
Field coachingPerformance coachingInbound customer enquiry call handlingPhone communicationCoachingMentoring junior staffFeedback deliveryInbound voiceEscalation managementQuality assuranceContinuous improvementClient servicesQuality controlQuality improvementMentoringQuality control supervisionOperational excellence initiativesApprentice mentoringEscalation handlingTraining deliveryClient interaction via phone calls
About this job
Senior Process Associate-Voice
Lucknow, Uttar Pradesh
Job Summary
The purpose of this role is to handle complex calls, ensure quality interactions, train and mentor team members, and lead process improvements for better customer service.
Key Responsibilities
- Handle Complex Inbound And Outbound Calls, Providing Expert Assistance And Resolving Escalated Customer Issues.
- Follow Escalation Procedures For Issues Uncontrollable At Agent Level First Call Resolution
- Monitor And Ensure The Quality Of Customer Interactions, Providing Feedback And Coaching To Junior Associates.
- Assist In Training New Team Members And Provide Ongoing Support And Mentorship.
- Lead Initiatives To Enhance Call Handling Processes And Improve Overall Customer Service Efficiency.
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