Top leading E-commerce Process For Sales LOB Team leader/Trainer/QA

Requirement for Top leading E-commerce Process for Sales LOB

Team Lead/Trainer/QA

Must of experience in sales background on papers

Contact : 8123922437

EMail : Jeevitha.n@globiva.com

Team Leader:

• Proficient in English and Hindi for sales background
• Experience in Sales Process and lead management
• Experience Outbound
• Understanding the client business better and cascading the information to the team
• Able to handle shinkage, attrition, KPI, KRA, AHT
• Good in people management, grievance, and escalation management

Trainer:

- Assessing employee skill levels

- Identifying training needs

- Preparing training materials

- Presenting information using a variety of instructional techniques

- Developing alternative training methods

- Conducting Daily Shift Process Briefings/Huddles

- Conducting NHT batches.

- Conducting OJT on the floor.

- Planning and Conducting Cross Function Training

- Conducting refresher training.

- Tracking scores post training.

- Ensuring successful execution of training needs

- Measuring program training effectiveness.

QA

• Auditing of calls and complete analysis of service requests.
• Preparation of daily dashboards & Analysis of reports/data.
• Sharing daily reports & Quality Scores with the team.
• Sharing One-O-One Feedback with agents on the basis of audits.
• Participating in internal & external calibration sessions with Quality/Operations.
• Analysis of Service requests and sharing RCA.
• Data analysis and making designated reports.
• Works with Operations team to develop the overall process improvement strategy and quality plan.