Specialist

As a Subject Matter Expert (SME) for the Telecom Process into ISP at Navi Mumbai Airoli location with Foundever, your responsibilities will include: - Supporting the new hire experience classroom by crosschecking and handling contacts. - Possessing knowledge of learners" progress and providing support accordingly. - Facilitating debrief sessions. - Observing and supporting contact handling, behaviors such as hold, tool usage, and navigation efficiency. - Participating in reinforcement training and contributing when applicable. - Addressing questions through various communication tools. - Supervising the assigned team to meet or exceed client and corporate goals, including C-SAT, FCR, operational metrics, quality, customer satisfaction, client satisfaction, and profitability/productivity. - Regularly monitoring, coaching, and developing agents within the team. - Implementing agent recognition programs under the direction of the Manager Site Operations. - Sharing best practices across teams and fostering a spirit of teamwork. Experience in Voice Process (International) is mandatory, with a background in BPO. The shift window is 24 x 7, and week offs consist of any 2 days in a week. The location for this role is in Airoli. If you are interested in this position, you can share your CV to tejal.mohadikar@foundever.com.,