Act as a Subject Matter Expert supporting both the team and the team leader.
Provide on-going quality monitoring and coaching in order to improve the teams performance and actively seek improvements to satisfy our customer needs.
To ensure both new recruits and experienced team members are appropriately trained, coached and motivted so that their individual and collective performance meets the current and future performance of the business.
Deliver training in accordance with business ang regulatory requirements in line with the Training Schedules in addition, also provide a structured coaching and support mechanism for new recruits whils in he Academy environment.
Analsis of key quality date to establish coaching priorities across team.
Act as a point of reference for the team.
Take ownership of resolution of any risks or issues identified and ensure Team Leader is fully aware of any ongoing issues
Work alongside the UK team to ensure best practices are shared and service standards are met.
Ensure that the operational unit works to support our quality policy, information security policy and all aspects of our Integrated Management System.
Support the team deliverable by undertaking a range of roles and tasks when required.
Pursue personal development of skills and technical knowledge to adapt to the changing business environment.
Deliver quality to our customers.
Drive to improve results and standards
Taking ownership and responsibility
Skills / Experience
English Oral Communication
Explains or presents factual information to individuals or groups in a structured, clear, confident and concise way avoiding the use of jargon.
Explains the reasoning behind what is being said to ensure understanding and acceptance.
English Written Communication
Produces clear and concise reports and other written material (both draft and final form) usually of a detailed and sometime technical nature, which are understandable to those with or without knowledge of the subject matter.
Self / Work Organisation
Uses basic time management techniques to plan, manage and prioritise own work effectively, making most efficient use of the time available.
Plans, co-ordinates and controls the work and resources of the team.
Performance Review & Development
Objectively assess the performance of others in accordance with the process, assessing capabilities and potential.
Give constructive feedback in order to identify individuals development needs.
Maintain consistency and fairness throughout the process.
Has a very good understanding of the Groups overall aims, structures, policies and culture, together with a good knowledge of the policies, operations, systems and relevant strategies pertaining to specific areas of the business.
Able to assess the impact of change on products, systems, processes and people.
Develop and maintain relationships with key contact in all relevant areas.
Has a good understanding of the business environment in which Equiniti operates and of industry best practice.
Has a good awareness of the likely impact of economic, political, social and regulatory change on Equinitis business and overall aims, including relevant IT industry developments.
Maintain an understanding of competitor services and initiatives and how they may be turned to advantage.
Alex - 9566061740
Notice Period 0 to 30 days preferable.
Please refer to the Job description above
3 - 5 Years
BPO / Call Centre / ITES
ITES, BPO, KPO, LPO, Customer Service, Operations
UG - B.Sc - Any Specialization, B.Com - Commerce, B.B.A - Management, B.A - Any Specialization, Economics
PG - M.Sc - Any Specialization, ICWA, M.A - Any Specialization, Economics, M.Com - Commerce, MBA/PGDM - Any Specialization, Finance
DOCTORATE - Any Doctorate - Any Specialization
Subject Mater Expert