Job expirat
1. POSITION PURPOSE AND SCOPE OF WORK:
- Evaluates work of 1st line agents (calls, emails) and identifies the root causes of quality problems;
- Provides formal feedback on monthly basis to 1st line, 2nd line and Team Leader regarding quality and performance improvement of 1st and 2nd line agents;
- Reports quality scores and keeps records of all graded conversations, tickets;
- Ensures that all quality reports are kept updated;
- Provides assistance to 1st line agents with quality-related issues;
- Manages on/ off boarding process for internal Capgemini and client’s infrastructure;
- Maintains training plans and training records for all SD roles;
- Delivers trainings to the team whenever necessary;
- Coordinates document management process and administrates the document repository;
- Support Knowledge Manager with KS articles.
2. REQUIREMENTS:
- Excellent English language skills both verbal and written;
- Experience with ticketing systems is a plus;
- Experience in delivering trainings is an advantage;
- Good understanding of MS Office package (Word, Excel, PowerPoint);
- Medium knowledge of Windows environments.
3. PROFILE:
- Outstanding customer care skills;
- Excellent communication skills;
- Ability to multitask;
- Ability to interpret technical language to a less technical audience;
- Attention to details;
- Excellent time /task management;
- Ability to work with minimum supervision, perform under pressure and meet tight deadlines.
4. WORK SHIFTS PATTERN:
Monday- Friday 10:00 - 18:00.
We are looking to fill this position as soon as possible!
Capgemini is headquartered in Paris, France and operates in more than 30 countries. We are, above all, a people company¿¿¿with over 90,000 employees in North America, Europe, and the Asia Pacific region. With more than 300 offices around the globe, we are one of the world¿¿¿s largest providers of Consulting, Outsourcing and Technology Services.
