ISG Technical Lead Pune
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Key skills for this role
Role Overview
Provide floor support, learning sessions, coaching, and feedback to customer service agents as a Subject Matter Expert.
Work autonomously within established procedures while exercising independent judgment on complex process matters.
Guide and train junior team members and facilitate their work.
Key Skills for This Role
Full Job Posting
Job Description
Provide floor support, learning sessions, coaching, and feedback to customer service agents as a Subject Matter Expert.
Work autonomously within established procedures while exercising independent judgment on complex process matters.
Guide and train junior team members and facilitate their work.
Essential Functions and Responsibilities
- Assist in driving team metrics and monitor service-level closure.
- Ensure prompt escalations to the Team Captain.
- Supervise the team when the Team Captain is absent.
- Monitor team performance and quality scores.
- Take production calls and escalated calls.
- Analyze process-related problems and suggest possible solutions.
- Teach and coach agents and support the program through data analysis when required.
India Requirements
- Identify improvement areas that add value to the program.
- Communicate effectively in writing and verbally.
- Listen attentively to customer needs and concerns and demonstrate empathy.
- Clarify customer requirements and confirm understanding of requirements or problems.
- Confirm customer understanding of solutions and provide additional customer education as needed.
- Demonstrate the ability to learn and apply strong problem-solving skills.
- Handle complex queries and resolve customer queries independently.
Language Requirement
- English language capability is required.
Location and Schedule
- The role is based at the Pune RMZ office location.
- The position is full time.
About Concentrix
Global provider of customer experience solutions and outsourcing services.
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