Service Excellence SME at HCL
Applications are invited for all candidates to fill the Service Excellence SME Job Opening at HCL
Closing Date : 06/02/2022
Roles and Responsibilities
· Monitor calls and emails on communication and soft skills per sampling plans.
· Monitor and coach agents on grammar, pronunciation, syllable stress and other aspects of the English language, culture, etc.
· Provide consistent coaching and feedback to enhance employee performance.
· Support floor training initiatives.
· Intermittently assist in design and development of training material.
· Provide feedback and input for training content enhancement and development.
· Develop action plans for the bottom quartile and ensure they move up the learning curve.
· Must work with multiple teams and processes.
· Supports production associates on a real time basis
· Live monitors voice and digital interactions and provides timely responses that defuse customer dissatisfaction
· Evaluates Cx and Agent interactions on the stipulated Customer Experience
· Evaluation form and score the associates basis their performance on soft skills and resolution (If need be)
· Studies top performers Cx interactions and disseminate best practices across the account
· Collates WOW chats for future reference
· Provides timely feedback either to the agents or to their TLs emailing a copy to the participants and stakeholders
· Documents feedback and evaluations on agent
· Publishes scores of the groups that the trainer is working with
· Conducts small group training sessions
· Conducts call listening and chat & email readout sessions for the associates
· Recommends remedial and refresher courses to be assigned basis associate performance on the floor
· Flags off EWS to the stakeholders if there are any
· Participates in weekly business reviews and provides inputs asked for
· Rolls out knowledge checks at least once a month
· Prepares worksheets and other job-aids for associates reference
· Conducts Dsat analysis from a com. skills and product knowledge perspective
· Prepares and publishes weekly report with effort and outcomes
· Co-facilitates classes with Sr. Trainer or Lead Trainer
· Maintain a repository of suggested responses mandatorily for review and reference
Apply now : https://bit.ly/3qZ4GIO
