Team Leader, Trainer , CE Document verification desk

Job Description

Document verification desk Job Profile TL 1. Ensure smooth and efficient day to day operations within the team 2. Drive performance effectiveness and customer experience 3. Coach assigned Advisors on observed areas of improvement 4. Conduct analysis and drive initiatives to improve efficiency 5. Manage all customer interactions as rostered within parameters 6. Boost employee morale and monitor absenteeism and attrition 7. Abide by company policies and core values 8. Adhere to rostered timing, scheduled shifts and activates 9. Ensure individuals and team meet the defined performance metrics 10.Follow all contact center policies, procedures, code of conduct and legislative requirements Job Profile CE 1. Assess sample calls for pre-defined audit monitoring as per evaluation criteria defined by business 2. Adhere to the sample guideline set by the organization 3. Ensure completion of assessment target on daily, weekly and monthly basis 4. Ascertain right coaching needs are identified by the operations team through their evaluations 5. conduct documentation and reporting as per timelines and defined formats 6. Carry out calibration with stakeholders as per agreed process 7. Identify and escalate risks and quality issues for efficient resolution 8. Create quality reports as per organization standards 9. Analyze the factors to meet the operation and standard reporting requirements within the quality function Job Profile Trainer 1. Ensure advisors are skilled and knowledgeable to handle customer interactions 2. Coach advisors on improvement in products and processes 3. Create learning solutions and customize training delivery 4. Communicate any product and process changes to the team 5. Analyse and measure performance targets and provide coaching 6. Ensure assigned team members achieve quality targets 7. Carry out trainings to boost employee morale 8. Mentor field resources in alignment with business needs 9. Monitor and manage training effectiveness of learning interventions Age- 30years Maximum