Job expirat
¿Planning and executing daily debriefing sessions for all agents before the shift commences
¿Coordinating process tests & refresher trainings as per schedule with the trainers
¿Monitoring agents¿ performance through daily call monitoring and feedback
¿Coordinating rostering & leave planning of the agents on a monthly basis
¿Assisting the training team in developing recurrent training modules
¿Organizing daily / weekly / monthly calls with the process owner for operations / product updates
¿Reporting any exceptional call scenario / technical issue to the process owner
¿Investigating and responding appropriately to the customer complaints with call backs when necessary
¿University degree or equivalent
¿Fluent in French
¿Good knowledge of English ¿ comprehension, reading & writing (Need to attend various conference calls with the client + have to write various reports and e-mails on regular basis)
¿Proficient knowledge of computers, the internet and office automation
¿Customer service experience
¿Prior Experience in BPO / Travel Industry or both
¿Prior experience in managing teams
¿Flexibility to adapt to constant change in the airline industry
¿Exhibiting flexibility in working under 24/7 environment
GENPACT is the leading provider of Business Services & Technology Solutions worldwide.
Owned jointly by General Electric, General Atlantic and Oak Hill Capital Partners, GENPACT has operations centers across India as well as in China, Hungary, Romania, the United States and Mexico.
The Portfolio of services offered from these Global centers include: Finance & accounting, Customer Service, Supply Chain & Procurement, Sales & Marketing Analytics, Financial Services Collections/Ops, Information Technology Services, Enterprise Application Services & Program Management.
For further details please visit www.genpact.com or send an email to emmadiana.juravle@genpact.com
