Subject Matter Expert - Non Voice Account  

Responsibilities:

• Responsible for supervising the performance and development of trainees.
• Assist Process Trainers in delivering the accounts essentials and business imperatives.
• Ensures constant monitoring of agents strengths & weaknesses in handling e-mails with the objective of making each agent perform at par to campaign KPIs (Key Performance Indicators). and thus contributing to the overall effort of the team.
• Coaches/ assist Team Leaders in making the team meet and exceed goals based on specified KPIs.
• Provides assistance to agents in handling customer e-mails and coach them to effectively address customer concerns and take ownership of the e-mails
• Ensures the resolution of client concerns / inquiries, whenever possible, according to procedures and standards set the client
• Remain knowledgeable of the product’s procedural guidelines for issuing service and handling technical escalations.

Walk-ins are highly encouraged!

Candidates are welcome for a walk-in interview at SM Cyber2, Jupiter and Zodiac Sts. cor. Buendia Ave., Makati, 1226 Metro Manila

From: 8:00 A.M - 10:00 P.M

Bring with you:

• Updated Resume
• Kalibrr Code/ Kalibrr 1304-SSS-00111 (Written or typed on Resume)

Requirements:

• Bachelor's/College Degree not a requirement. Candidate must have completed at least 2 years of College.
• Preferably experienced in Training & Development or equivalent.
• At least 2 years call center experience preferably in a similar capacity
• Must have basic knowledge of MS Office applications such as MS Word, MS Excel, & MS Power point
• Must have strong communication skills
• With proven coaching/mentoring skills
• Must be analytical and well organized
• Ability to handle stressful situations.
• Ability to deal professionally with irate customers.
• Must possess ability to adapt to all people of all levels
• Should be very capable working with minimum supervision
• Applicants must be willing to work on shifting schedules, graveyard shift, and holidays.