Key Responsibilities and Accountabilities:

Functional & Operational

• Complete the logs specified by the process.
• Ensure adherence to time schedules.
• Be available for all briefings and updates.
• Be aware of and comply with any client / process / product updates.
• Share the day's performance with the TL and colleagues
• Refer to central information database to handle queries.
• Go through the database regularly to check of any updates.
• Address any problems/ grievances with the TL/ TC/ TM that may have a bearing on productivity or efficiency.
• Maintain high customer satisfaction rating as per the feedback taken by various agencies/ authorities.
• Take steps to improve on performance based on coaching

General Security Responsibilities

• Adhering to Information Security Policies and Procedures of Teleperformance
• Ensuring compliance to Information Security Policies and Procedures

Specific Security Responsibilities

• Understand and Comply with Information Security Policies and Procedures and report all security incidents.
• Ensure the audit non-compliances are fixed within the stipulated timelines.
• Protect information entrusted to you.
• Follow the information labeling and handling procedures based on the classification level of the asset.
• Follow the Clear Screen and Clear Desk Policy.
• Adhere to the Internet Code of Conduct, email usage policy and customer information and data security policy.
• Comply with the Non-Disclosure Agreement.

TEAM RELATED

• Assist other team members who are new to the process.
• Check for updates with the Team Leader and share the same with team members.
  

OCCASSIONAL RESPONSIBILITIES

• Mentor the team members by floor walking.
• Provide inputs through forums to improve work procedures that can enhance overall team performance.
• Prepare reports like daily productivity, leave report, etc.
• Adherence to norms specified by COPC certification and ISO 27001 specifications (as applicable to the process).
• Be a part of fun committee to organize events / skip activities for the team.

Main Job Requirements:

Education

• Graduate in any discipline
• Undergraduate (10+2) with 06 months of continuous work experience.

Work Experience

•  Minimum 06 months for Under graduates from any Industry

Technical Skills:

• Listening Skills : Comprehension of correct message, understand inferred meaning, understanding of native idioms & colloquizes, listening with/without distractions, recall
• Accent Comprehension : Understanding different accents
• Reading Comprehension : Ability to understand written matter accuracy & inferred meaning
• Basic Computer skills : Ability to operate a computer, Basic usage of - parts/instruction
• Written English : Word Order, Sentence Construction, Grammar, Syntactical Error
• Typing Skill : Accuracy and Speed of typing

Trainable Skills:

• System Navigation : Learn to understand & navigate systems/applications
• Paraphrasing : Ability to rephrase what the customer says
• Process Knowledge : Knowledge of product
• Probing Skills : Ability to ask appropriate questions to be able understand and/or resolve problem statement
• Phone Usage : Usage of different phones (based on process/business requirement)
• Rapport Building : Ability to communicate comfortably with the customer
• Telephone Etiquette : To speak appropriately using knowledge of Call Script, Process & Soft Skills
• Usage of systems : Knowledge of various systems required for the process

Competencies and Specific Skills:

• Oral Competency : Range, Accuracy, Fluency, Interaction, Pronunciation.
• Attention to Detail : Ability to be alert & focused
• Empathy : To understand where/in which scenario to empathize with the customer