Process trainer vacancy in Wipro BPS, Thane, good salary

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.

Job Details

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

Job Description

We are presently looking for Process Trainers with 3-8 years of experience.

 

The role shall include:

  1. Coaching
    • 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
  1. 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
  1. 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
  1. 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

Graduates

3-4 years experience in a BPO

About the company

Wipro BPS (A division of Wipro Limited)

Apply for this job

Mail your resumes to mumbaibpos@gmail.com

Or you may contact us from the contact details provided on our Contact page.

Enquiry

Please send your Enquiry  using the form below for this job

Location

 

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