16-04-2013 | EXPIRA LA 16-05-2013
Job expirat
- He/ She is responsible for implementing and performing on a regular basis the quality controls decided for operation teams, to provide reports regarding the level of quality KPIs and to stimulate quality improvement whenever necessary or possible
- Prepare for and deliver regular coaching sessions focused on quality of calls and performance metrics
- Identify and communicate trends or areas of opportunity for the development of call center front line staff members
- Organize call calibration sessions with other coaches
- Provides one-on-one and group training/ retraining as required
- Aids in new hire training
- Ensures that maximum quality is being achieved at all times
- Assist the business by taking inbound calls as per service level requirements
- Regularly update own knowledge of new products and procedures.
- Strong oral and written communication skills, in both (1) English and (2) Russian or Spanish language
- A detail-orientation and strong organizational and planning skills
- Excellent computer skills, including proficiency with MS Word, MS Excel, PowerPoint and Outlook
- Strong adaptability to change and the ability to cope with deadlines
- An energetic and enthusiastic attitude
- Ability to motivate the team
- Coaching skills
- Proven ability to lead and develop employees
- Influencing skills
- Able to build and maintain excellent Client relationship
- Professional attitude and willing to take his/ her career to the next level
- 1 year experience in BPO or relevant industry preferred.
Learning & development
• Training sessions provided by Company & Client
• Knowledge sharing initiatives
• Coaching sessions set by the Team Leader
• Attractive work environment within a dynamic team
• Motivating salary package based on personal achievements
• Career development within a multinational company.
WNS Global Services is a recognized leader in business process outsourcing (BPO). Our proposition is simple: We deliver value to our clients by bringing operational excellence and deep industry and functional knowledge to their critical business processes.
We serve several industries, including travel, insurance, financial services, healthcare, professional services, manufacturing, distribution and retail. We also provide essential corporate functions, such as finance and accounting, human resources (payroll and benefits administration), research and analytics.
Are you looking to be part of a global team, pro-actively working with customers, do you appreciate teamwork with people from different cultures, are you dedicated to operational excellence? Then please come and join our team!
