Hiring for Senior Executive -subject Matter Expert in Gurgaon, for Exp. 3 - 6 yrs at GE Capital Business Process Management Services Pvt. Ltd..

  • Esteemed client of Orion TrueTech Services India
  • Gurgaon, Haryana, India
  • May 21, 2018
Full time Others

Job Description

Job Description:Resolve EWS cases with closing the loop with the customer and satisfaction checks within 3 days. Escalations on high aging cases Avoidable escalation analysis Handling escalation calls Repeat /escalation analysis (RCAs) and Eliminating repeated errors made by agent on Escalations and EWS cases by working closely with Quality and training team. Reports to be published&amp amp nbsp Feedback to Call center agents on all escalations &amp amp amp misses. Accurate and complete updating of MIS-Daily reporting of errors and targets, Weekly analysis on types of errors. Raising red flags for high aging cases and Highlight intra and inter dept errors Identify problem areas and suggest improvements &amp amp nbsp &amp amp nbsp &amp amp nbsp &amp amp nbsp &amp amp nbsp &amp amp nbsp &amp amp nbsp &amp amp nbsp To groom new hires to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduct between Front liners and Management. &amp amp nbsp &amp amp nbsp &amp amp nbsp &amp amp nbsp &amp amp nbsp &amp amp nbsp &amp amp nbsp &amp amp nbsp Responsible for identifying training requirements for team members and adjusting targets to suit the needs of the business. &amp amp nbsp &amp amp nbsp &amp amp nbsp &amp amp nbsp &amp amp nbsp &amp amp nbsp &amp amp nbsp &amp amp nbsp Analyze the individual performance of CSAs and motivate them to perform even better &amp amp nbsp &amp amp nbsp &amp amp nbsp &amp amp nbsp &amp amp nbsp &amp amp nbsp &amp amp nbsp &amp amp nbsp Maintain Error tracker and help team to analyze the causes and implement control plans. Mentoring the entire process flow by having huddles in regular intervals Maintaining resolution speed of contact center owned complaints &amp amp amp requests generated from customers. Identifying process gaps. Job Location :- Gurgaon Time of Interview : 10.00 AM to 1:00 PM Walk-in Interview Date - 22nd May, 23rd May, 24th May Interested Candidates can directly Walk-in to the Below mentioned Address on the above mentioned dates Address: SBI Cards &amp amp amp Payment Services Pvt.Ltd. DLF Infinity Towers, Tower C, 10th Floor, Block 2, Building 3, DLF Cyber City, Gurgaon -122002(Haryana) India Land Mark Next to Cyber Hub