Voice Associate (Spanish) @ Cross Country Infotech

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Voice Associate (Spanish)

Cross Country Infotech
1 - 3 years
Pune
2 months ago
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Job Description

Required to work in atelecom voice operations environment and in areas like customer support,handling resolving customer requests, complaints escalations.

MAIN DUTIES/RESPONSIBILITIES OF THE ROLE:

The Team Leadis responsible mainly for meeting all client SLA. He/she should have a properunderstanding of the company policies in terms of integrity, compliance, flooretc. He should have good task and team management skills.

Detailed duties and responsibilities:

Responsible for managing team of associates.

Independently handle, assist the customer to determine problemsand provide resolutions to any customer care issues service problems,coordinate escalations, assess customerneeds.

Motivating associates through effective management, careerdevelopment implementation of reporting mechanisms.

Liaison with other areas of the company affecting technicalsupport. One on One Relationship management

Analysis of reports including process dashboards, team performancereports, initiating appropriate action plans initiate trainings.

Manage attendance attendance incentive for the team.Managing periodic shift level projects/initiatives responsible for theadministrative aspects of the group/shift.

Capable of handling client escalations

Mentor and assist new hires

Should have experience in handling a voice business

Develop and maintain good relationship with key customerstakeholders

Conduct respective Team Huddles/Meeting/One on Onefeedback sessions.

Managing team attrition and developing career path for teammembers.

Handling escalation calls when required.

Ensure compliance to floor company policies.

To update oneself with changes in the process flow or changes inthe company and/or floor policy

Expected to participate in any process improvement initiativesstarted in the process

REQUIRED SKILLS
Technical skills

- Excellent MS-Outlook and MS-Word skills.

- Professional Spanish language skills- should be able toseamlessly communicate with clients and internal teams.

- Excellent writing and comprehension skills

Behavioral skills

- Ability tocomprehensively communicate with internal customers, colleagues and superiors,both face to face and via telephone

- Self-drivenand precise work approach

- Highlyself-motivated to achieve high standards in both quantity and quality.

- Integrity anddesire to comply with all legal and moral standards

- Serviceoriented and customer focused

- Ability to prioritizetasks appropriately and recognize when issues need escalation

- Teammanagement Performance Management skills.

Experience Required:

- 1+ year of experience 100% of the profiles

EDUCATION:

- Graduate around 70% of theprofiles

- Specific Profile Mix (experienceand qualification requirements as above) will be conveyed along with the hiringask.

Job Classification

Industry: Software Product
Functional Area / Department: Customer Success, Service & Operations
Role Category: Customer Success
Role: Customer Success Associate
Employement Type: Full time

Contact Details:

Company: Cross Country Infotech
Location(s): Pune

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Keyskills: Relationship management Telecom Career development Administration Team management Compliance Process improvement Customer support Spanish Technical support

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Enter Skills (key skills, subjects, technologies & roles to use in search)

Write briefly about yourself, your experience and education (*)

Attach ResumeMax 2.38 MB (RTF, PDF, DOC, DOCX formats only parsed)

Please, check the file size and type.

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Cross Country Infotech

Cross Country IndiaSituated in the heart of Pune, Cross Country Infotech Pvt. Ltd. is an Information Technology company that provides innovative IT solutions to the family of Cross Country Healthcare companies in the United States Our solutions help Cross Country Healthcare connect the r...

Voice Associate (Spanish) @ Cross Country Infotech

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