JOB PURPOSE

• Conducting comprehensive Onboarding training for New Joinees on OCC products, process and systems

• TSE skill up gradation of non performing TSE as per set parameters.

• Driving and Monitoring the Sales Productivity of New Joinees

• Drive and enhance productivity of the TSE’s for the specific vertical as per benchmarks.

• Monitor Call Quality for script adherence and communication on product offering.

• Drive and improve call quality parameters across all the channels across OCC.

• Ensure script adherence and control over defect % across verticals.

• Drive channel efficiency and the right product mix for the channel through constant feedback , barge ins , mock calls , administering call calibration sheets and structured training programs.(refresher trainings and focused group trainings)

• Train, coach and motivate Tse’s , Quality Analysts and Supervisors

• Internal Audits time to time to check & ascertain quality of the location on predefined operating guidelines and parameters.

• Ensure regular checks at DIP desk to control the reject % and increase set up, which leads to channel efficiency in return.

• Process adherence, documentation of same, review and audit Documentation of defined and improved processes.

• Mystery shopping to capture voice of customer

• Sample check / customer buzz to capture feedback from customers.

• Maintain consistency by sharing best practices across the teams within the location.

• Motivational activities on floor to keep the energy, excitement & engagement on floor