Process consultant Jobs in Hyderabad - HGS

Competencies
Key Parameters

• Think Strategic
  

• Is able to understand the impact of individual performance to meet / improve own targets
  

• Demonstrates basic knowledge and ability to use various applications / tools related to the function / engagement
  
• At an individual level complies with do's & don’ts of policies, procedures& regulation as applicable to the engagement / function
  
• Is aware of metric applicable to the role
  
• Has the basic knowledge of policies, procedures and regulatory compliance
  
• Comply with work on a timely manner
  

• Maintaining TAT
  
• Understanding and adhering to quality standards
  
• Maintain all Hygiene and Process Metrics
  
• Directing & Monitoring:NA
  

• Acquiring knowledge & skills of related areas of the process
  
• Understands, knows, and interprets different complex scenarios and is able to resolve all assigned tasks.
  
• Update oneself to changes in product on a daily basis.
  
• Average Handling Time (AHT) target to meet as per process
  

• NA
  
• Partner with Customers
  

• Ensure Customer is satisfied on all transactions & they are given quick resolutions
  
• Escalate Long Pending Issues of Customers to supervisor / appropriate Desk
  
• Give Correct and Complete Resolution to Customers on all transactions to avoid Repeat contacts by Customers.
  
• Be Polite with all Customers
  

• Adhering to the KPI, and understanding Quality & Auditing parameters
  
• Provide First Time Resolution [ FTR ] on all transactions
  
• High level of integrity
  
• Ensure Customers Account Information is not compromised
  
• Zero Fatal Error (FE)
  
• Lead People
  

• Understand the company policies and adhere to it diligently, basic professional standards and established procedures, policies before taking action and taking decisions.
  
• Adhere to attendance and punctuality norms
  
• Assumes responsibility for work activities and coordinating efforts
  

• Mentor & coach new members of the team based on requirement
  
• Interpersonal relationship at work with peers, supervisors and should not have any recorded instance of misconduct.
  

Desired Knowledge, skills and abilities:

• Possess basic Contact Center operations knowledge
  
• Good reasoning and analytical skills
  
• Able to communicate fluently in the language required for transaction
  
• Problem Solving skills
  
• Basic computer knowledge
  
• Good PR skills
  
• Typing skills as required by the process
  
• Active listening skills
  
• Passion to learn
  
• Influencing skills
  
• Ability to comprehend the customer requirement well
  

• Desired years of experience:0-1 year