Job Description

PURPOSE

Coordinate the assistance services required by our clients, focused on providing a service of excellence. Giving a quick, effective and quality solution. Adherence to rights standards, process and regulations of the company.

ROLES AND RESPONSIBILITIES

• Monitoring, evaluation and analysis of telephone calls to identify areas of opportunity on it.
• Monitoring, evaluation and analysis of multiple \xe2\x80\x9coff the phone activities\xe2\x80\x9d: ECE, Priceline FNOL Queue etc.
• Provide timely feedback for continuous improvement.
• Ensure that customer service requests are attended timely with a friendly approach, and accurately logging and resolving requests as per service level agreement.
• Call volume planning per associate.
• Ensure that customers are handled in a professional, courteous manner over the phone and via email.
• Able to maintain and develop own and team knowledge and skills.
• Working independently as leader as well as being a team player, who motivates, challenges, and encourages.
• Achieve team work quality and productivity targets and contribution to overall team KPIs.
• Developing extensive and solid product knowledge in order to provide support to the team and inform when there are changes.
• Provide feedback and ideas to management to continuously improve performance.
• Leading team meetings (performance reviews and focus sessions).
• Adhere and comply with the risk management and compliance obligations/processes.
• Clear and constant communication with team through work tools including group chats.
• Maintain an excellent product knowledge of all agent activities.
• Availability to execute agent tasks as required to achieve KPI Targets as required by Ops.
• Excellent communication skills with agents, team leaders, quality analyst, management in MX and US as well as the client.
• May perform other duties as assigned.

MINIMUM QUALIFICATIONS

• High school certificate or equivalent.
• Typing and computer skills.
• Over a year in previous Jobs

36504 | Operations | Entry Level | Non-Executive | Allianz Partners | Full-Time | Permanent

This position is hired as Team leader for India locaton.

Allianz