Agent Experience Lead - Taguig - HCLTech

    HCLTech
    HCLTech Taguig

    1 linggo ang nakalipas

    Teknolohiya / Internet
    Paglalarawan

    Work Set-Up: McKinley Hill, Taguig | Hybrid Set-Up | Graveyard Shift

    Primary Duties and Responsibilities:

    • Plan and organize training activities to meet client deadlines for product and application support launch, conduct assessment to ensure agents are trained enough
    • Conduct data analysis from training, quality and operations trending to create action items to improve user/customer experience
    • Create training materials for agent usage from knowledge articles, Applications
    • Manage quality auditors to focus on agent performance improvement and create visibility on areas of opportunities to improve overall user/customer experience
    • Create reports for visibility in training, quality and CSAT performance
    • Create video/media materials for agent and user consumption for self-help and training
    • Analyze DSATs and share inputs to stakeholders to improve user experience
    • Participate in DSAT and Quality calibration sessions
    • Ensure the Service Desk agents adhere to predefined quality assurance standards and the business's standard operating procedures
    • Provide performance expectations, action plans and development plans to improve quality
    • Provide timely reports on a daily, monthly, month to date, and year to date for Training and Quality
    • Listen to call recordings requested by the client and provide insights to management which will maximize customer satisfaction

    Required Qualifications/Skills:

    • ITIL Certified or 5 years working experience as an Agent Experience Lead or Service Desk Lead
    • Knowledge about KPI & CSL related to IT Helpdesk.
    • Work experience in Reporting Tools – ServiceNow
    • Advanced Excel Skills, work experience in Word, PowerPoint & MS-Visio
    • Strong analytical skills
    • Proven track record of working collaboratively to improve the customer's experience
    • Strong communication, presentation, and relationship management skills
    • Ability to Create training materials, assessment, video/media materials
    • Positive team player attitude with excellent verbal and written communication skills
    • High degree of organizational skills
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