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Analyst, Operations in Quezon City, NCR at Concentrix

Date Posted: 2/21/2018

Job Snapshot

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    Not Specified
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Job Description

Job Description:
The successful candidate will provide support to identified team members in ensuring business goals and objectives are met.
Roles & Responsibilities
•         Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).
•         Assists in driving metrics of the team
•         Monitor closure of service levels regularly.
•         Ensure prompt escalations to Team Captain.
•         Supervise team in the absence of the Team Captain.
•         Monitor performance and quality scores of team.
•         Take production calls as well as escalated calls.