Senior FLM L2

About the role

Ensures achievement of all system, team and individual Customer Service goals and standards Responsible for administrative aspects including reporting Superior communication (oral, written), presentation, and interpersonal skills Demonstrated ability to develop and implement process enhancements including technology and performance

What you'll do

• Responsible for administrative aspects including reporting
• Ensure the Quality Scores are met at all times for the workflows mapped to the respective OJT Leads
• Coordinate with delivery managers and the L&D POC to plan sessions
• Drive completion by following with respective leads and managers

What you need

• 5–8 yrs of experience
• Customer service
• Escalation handling
• Learning and development
• Telecom
• Communication
• Any graduate