ISG Technical Lead Pune

Job Description

Essential Functions and Responsibilities

• Assist in driving team metrics and monitor service-level closure.
• Ensure prompt escalations to the Team Captain.
• Supervise the team when the Team Captain is absent.
• Monitor team performance and quality scores.
• Take production calls and escalated calls.
• Analyze process-related problems and suggest possible solutions.
• Teach and coach agents and support the program through data analysis when required.

India Requirements

• Identify improvement areas that add value to the program.
• Communicate effectively in writing and verbally.
• Listen attentively to customer needs and concerns and demonstrate empathy.
• Clarify customer requirements and confirm understanding of requirements or problems.
• Confirm customer understanding of solutions and provide additional customer education as needed.
• Demonstrate the ability to learn and apply strong problem-solving skills.
• Handle complex queries and resolve customer queries independently.

Language Requirement

• English language capability is required.

Location and Schedule

• The role is based at the Pune RMZ office location.
• The position is full time.