Senior Process Associate-Voice

Smart Summary

AI-generated overview of this position

HCLTech is seeking a Senior Process Associate-Voice in Chennai, India. This role involves handling complex inbound and outbound calls, ensuring high-quality customer interactions, and mentoring junior associates. The position also requires leading initiatives to enhance call handling processes and improve overall customer service efficiency.

Job Summary

The purpose of this role is to handle complex calls, ensure quality interactions, train and mentor team members, and lead process improvements for better customer service.

Key Responsibilities

1. Handle Complex Inbound And Outbound Calls, Providing Expert Assistance And Resolving Escalated Customer Issues.
2. Follow Escalation Procedures For Issues Uncontrollable At Agent Level First Call Resolution
3. Monitor And Ensure The Quality Of Customer Interactions, Providing Feedback And Coaching To Junior Associates.
4. Assist In Training New Team Members And Provide Ongoing Support And Mentorship.
5. Lead Initiatives To Enhance Call Handling Processes And Improve Overall Customer Service Efficiency.

Skill Requirements

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Other Requirements

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#customer-service#voice-support#process-improvement#training#mentorship#escalation-handling