AddressFUNCTIONAL/ OPERATIONAL:
Need some one with travel or Hospitality experience.
- Check the roster before the shift begins.
- Check attendance as per the roster.
- Cascade any important update or information to the team through buzz session or nominate a team member to conduct the same.
- Design and implement systems to handle data / reports and regularly review to make necessary changes.
- Monitor cases and provide timely feedback.
- Conduct quality audits on weekly basis.
- Study the team data to analyze and draw trends.
- Draw up action plans for the advisors requiring coaching or development.
- Track attrition and performance regularly.
- Conduct quarterly audits for leave cards and other documentation.
- Identify process gaps and collaborates with the Client to formulate solutions.
- Provide updates to Team Manager regularly with respect to the performance of the team and any issues faced by them.
- Initiate action plans as required.
Information Security
General Security Responsibilities:
- Adhering to Information Security Policies and Procedures of TELEPERFORMANCE
- Ensuring compliance to Information Security Policies and Procedures
Specific Security Responsibilities:
- Ensure reportees comply with the security policy and procedure of TELEPERFORMANCE
- Understand and Comply with Information Security Policies and Procedures, and report all security incidents.
- Ensure the audit non-compliances are fixed within the stipulated timelines.
- Protect information entrusted to you.
- Follow the information labeling and handling procedures based on the classification level of the asset.
- Follow the Clear Screen and Clear Desk Policy.
- Adhere to the Internet Code of Conduct, email usage policy and customer information and data security policy.
- Comply with the Non Disclosure Agreement.
TEAM RELATED:
- Monitor team performance.
- Enable development opportunities for team through participation in various initiatives.
- Assist team members who are new to the process.
- Prepare development plans for team members and track their implementation.
- Answer queries raised by the team.
- Ensure team adherence to discipline & TELEPERFORMANCE Policies.
- Prepare ad hoc reports / incentive sheet, etc.
- Provide inputs through forums to improve work procedures that can enhance overall team performance.
- Adherence to norms specified by COPC certification and ISO 27001 specifications (as applicable to the process).
- Graduate from a recognized Institute or University in any discipline. OR
- 04 years of continuous work experience.
Customer Focus
Is highly customer-oriented. Makes serious efforts at understanding client needs and ensures customer expectations are met in every interaction.
Resilience
Maintains effective work behavior in the face of pressure and setbacks. Successfully adapts to changing demands and conditions.
Communication
Produces clear and effective documentation and communication. Is able to make accurate interpretations of complex material.
Decision-making
Proactively seeks and accurately evaluates the available data. Anticipates outcomes and implications. Chooses the optimal solutions from all those available and implements the necessary actions in a timely manner.
Quality & Improvement Orientation
Is proactive in ensuring that learning is shared and that quality and other key matrices are improved upon.
Job Types: Full-time, Permanent
Salary: Up to ₹650,000.00 per year
Benefits:
- Health insurance
- Provident Fund
Schedule:
- Monday to Friday
- Rotational shift
Experience:
- total work: 1 year (Preferred)
Ability to Commute:
- Gurgaon, Haryana (Required)
Ability to Relocate:
- Gurgaon, Haryana: Relocate before starting work (Required)
Work Location: In person
