2 years of experience working for a service delivery centre/BPO that is desirable. Proven track record of analytical skills.
Excellent communication skills and a high focus on customer satisfaction. Great people skills and ability to effectively share (negative) feedback.
Good organizational skills, knowledgeable in goal-setting practices.
Examples of data visualization abilities and understanding of support metrics. Perception of basic business metrics and how support impacts those.
Problem-solving capabilities to create meaningful strategies to improve support quality. Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote).
Ability to analyze quality and operational metrics; identify drivers and possible impacts and derive action plans out of those findings on individual / team.
Understanding of quality processes, tools, and measures to evaluate and improve individual/ team and overall performance.
Strong feedback and evaluation skills; ability to motivate, support and engage. Good organizational, time management and prioritization skills.
GK
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