Sr Administrator (Support & Operations)

Job Summary

To offer advanced technical support , troubleshooting and doing root cause analysis to ensure positive customer feedback.

Key Responsibilities

The ideal candidate should possess:

• Strong process knowledge of SD with minimum 2 years of experience
• Minimum 2 years of experience as Quality Analyst
• Candidate should have good Communication skills.
• Candidate should know how to use excel and presentation
• English B2 level
• Appropriate required language at B2 level or higher (refer to previous email)

Competencies:

• Process Knowledge
• Communication skills
• MS Office knowledge
• Presentation skills
• Interpersonal Skills
• Excel Knowledge

Roles and Responsibilities:

• Daily audits followed by coaching and feedback
• Daily Analysis followed by coaching and feedback
• Publishing dashboard and trend of audit/analysis-weekly/monthly
• Tracking progress of agents
• Developing briefings basis common findings from audits/analysis fortnightly
• Coming up with Process Level Improvement along with taking those to closure
• Weekly/Monthly Technical Audit and CSAT review calls

Skill Requirements

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Other Requirements

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