We have a vacancy with Wipro BPS in Thane for the position of a process trainer for candidates with 3-4 years of experience. Please find details below.
Company – Wipro
Location – Thane
Profile – Voice inbound
Shift – Night / Rotational
Week Off – Any 2 days.
Qualification – Graduates
Experience – 3 – 4 years
Salary – Depending on experience
We are presently looking for Process Trainers with 3-8 years of experience.
The role shall include:
- Provides coaching and assistance to Advisers to help handle escalated calls
- Enables team members to deliver exceptional customer experiences through targeting coaching support and development.
- Communicates any product and / or process changes to Team Managers, providing coaching and training as required
- Analyses and measures performance targets trends and provides coaching as required
- Communication and Feedback
- Participates in scheduled team briefs
- Ensures feedback is given to Advisers with regards to their performance
- Ensures all relevant business communications are cascaded in a simple and timely manner
- Ensures that any feedback / issues or developments required in the knowledge management system are communicated to the knowledge management team
- Reporting , Administration and Analysis
- Develops coaching plans aligned to business needs
- Analyses performance trends at a site level in order to perform root cause analyses and determine trends, challenges and improvement opportunities
- Compile and send out reports
- Provides feedback to operational management on performance trends and makes recommendations for change / improvement
- Gathers and shares best practice
- Customer Experience
- Leads by example in driving the customer centrist culture.
- Takes customer calls for at least 8 hours per month
- Ensures continuous improvement to customer experiences by investigating and addressing root causes
- Celebrating and sharing examples of exceptional customer experiences
- Ensures all oral and written communication, including email, consistently demonstrates a professional and friendly tone, maintaining faultless grammar and spelling standards
- Uses initiative to find suitable solutions that benefit the customer and the business
- Ensures own product, system, process and policy knowledge is current
Working Location – Thane, Mumbai
Shift – Rotational Shifts
Cabs – One way cab
Key Skills / Qualifications
3-4 years experience in a BPO
About the company
Wipro BPS (A division of Wipro Limited)
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