Process Executive - Voice

Qualification:

Graduate (exclusion:
BE/BTech/MCA) or High School graduate or above as may be applicable in the Geo

Responsibility:

Stakeholder/Business Management:
• • Update required applications & tools and keep SME and TL informed of new issues.
• • Respond through email and chat.
• • Meet/Exceed targets set within the key research activities(Talent Research & Data Management).
• • Ensure exceptional viability / accexptance rate.

Process Improvements and Adherence:
• • Meet process SLAs / metrics – productivity and quality targets within the established timelines.
• • Ensure process guidelines are followed and met as documented.
• • Stay updated with the process knowledge / changes refer to knowledge updates/ repositories to effectively process transactions.
• • Adhere to security practices set by organization.

Project Control, Management and Review / Program delivery:
• • Receive tickets/work on issues related to respective process.
• • Raise/update CRM tool under required categories for issues identified or escalate to the SME / TL.

Customer Relationship Management:
• • Provide information, educate customer to update trackers, update required applications & tools and keep SME and TL informed of new issues.

People/Team:
• • Contribute to and participate proactively in knowledge sharing sessions.
• • Participate and contribute to organizational activities.

Personal Excellence:
• • Record own attendance and time sheet related data.
• • Complete mandatory training for self as identified.
• • Align individual goals with team objectives (work cohesively with the team).

Must Have Skills
• Quality of Service
• Online/Digital Marketing