Product Engineer L1

Job Description

Responsibility :

• • Role Definition : The role of a CCOD Lead is to ensure accuracy of daily reporting of SLAs and to ensure proper coordination with internal customers for daily operations

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Roles and Responsibilities :

• Managing a team of RTA personnel engaged in supporting various queues

• Should be able to independently work on MS EXCEL to create reports for Management

• Independently handle, assist the agents to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customer’s needs

• Motivating associates through effective management, career development & implementation of reporting mechanisms

• Liaison with Internal partners (WFM / FMG / Transport) to achieve objectives such as Forecasting, Resolving FMG & Transport Issues

• Analysis of daily reports like SL, AHT and find causes of variance

• Identifying the needs of different PLs with respect to Seat management, Headset Management, Systems & Laptops

• Manage attendance & attendance incentive for the team.

• Mentor and assist RTAs for growth

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Education :

Graduate

Knowledge :

a. Strong interpersonal skills and ability to influence.

b.

Mentoring and Counseling the team:

c. Must possess good communication skills

d. Good analytical and problem solving skills

e. Should have worked in multicultural environment and teams.

f. Ability to work and communicate with people across organizational units and geographies

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Experience :

a. Min 1 - 2 years of experience.

b. Should have a valid passport & should be willing to travel abroad at a short notice

c. Should be willing to relocate in a foreign location, if required

d. Transition background would be preferred

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Behavioral Skills and Attributes :

• Assertive Communication

• Conflict Resolution Mindset

• Able to balance work and life

• Good Time Management

• Self-improvement Mindset

• Good Stress Management/Resilience

• Patience