* Responsibilities:
- Responsible for team mentoring.
- Keep track of schedule adherence. Providing real time Floor Support to agents taking calls
- Handling the Escalation and Supervisor calls/sessions and taking Tier 1 calls for specific duration to keep yourself updated on the process knowledge
- Motivating the team members to achieve targets set by the company taking the key metrics into consideration. Knowledge sharing and addressing issues of associates through floor walking, live call barging and providing feedback, coaching on the real time/historic basis.
- Taking regular sessions briefing mentees on critical issues affecting process as and when directed.
- Sharing quality audits coaching associates on appropriate measures to correct Quality Process hygiene.
- Contributing in offering recommendations for process product improvement to the Delivery
* Manager.
- Taking regular pre and post shift huddles discussing high and low pointers.
- Providing Floor support to agents and providing other assistance as the Backup for the Team
* Leader
- Strong knowledge of Operating Systems (e.g. Current Windows OS) should have knowledge of
basic technical issue (no boot, no internet, Wi-Fi connectivity etc.)
- Knowledge of Telephony/ Devise support Phone, Tablet, Phablet is a pre-requisite
Các phòng ban đang tuyển dụng tại MB Bank
Dịch vụ khách hàng
Ngân hàng
Tư vấn
Hành chính
Buôn bán/ Kinh doanh
Công nghệ thông tin
Nhân sự
Quản lý sản phẩm & dự án
Tài chính - Kế toán
Pháp lý
Kỹ thuật
Giáo dục
An ninh - Bảo vệ
Chăm sóc sức khỏe
Marketing/ Truyền thông
Nghiên cứu và Khoa học
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