Specialist

As a Subject Matter Expert for the Telecom Process into ISP at Navi Mumbai Airoli location, your role overview includes providing support to the team and coaching new hires in their learning journey. Your key responsibilities will be: - Support in the new hire experience classroom including crosschecks and contact handling. - Possess knowledge of where learners are in their learning whenever providing support. - Facilitate debrief sessions. - Observe and support contact handling, observe behaviors such as hold, tool usage, and efficient navigation. - Attend and engage in the reinforcement training and contribute when applicable. - Support questions through various communication tools. - Supervise assigned team to meet or exceed client and corporate goals including C-SAT and FCR, Operational metrics, Quality, Customer satisfaction, Client satisfaction, and Profitability/Productivity. - Regular monitoring, coaching and development of agents with the team. Implement agent recognition programs under direction of Manager Site Operations. Share best practices across teams and build spirit of teamwork. Qualifications required for this role: - Experience in Voice Process (International) - Background in BPO Experience - Able to work in a 24 x 7 shift window - Two days off in a week - Location: Airoli If interested, you can share your CV to tejal.mohadikar@foundever.com.,