Hi Hiring Manager,
I've been working in this industry (BPO) for 19 yrs wherein i was able to handle agent role for 5 years and 14 years as an operation supervisor.
considering my 19-year in BPO industry i have mastered the following skills.
Active listening - I have the ability to focus completely on a speakers, understand their message, comprehend the information and respond thoughtfully. The most critical part of the conversation is to gain their trust and confidence in me and that i understand and know how i can resolve their issues or concerns.
Adaptability - I am open to finding diverse and unexpected solutions to problems and challenges in the workplace.
Solution Oriented - As a CSR and also a part of the management team, i was able to master this skill by probing and executing root cause analysis to fix or solve customer's concern or an agent behavior.
Decision Making - i always define the problem / opportunity for improvement. Generate an array of possible solutions or responses. Evaluate the costs and benefits or pros and cons associated with each option. Select a solution or response. Implement the option chosen like always correlate one behavior to all Key Performance Metrics (KPIs). Then from there, i will choose what behavior i or my team needs to improve that will have a great impact as far as overall performance is concerned.
Dependability - I am not a Fan of Tardiness and Absenteeism.
“My business would not be able to go forward if it was not for them”
Gaurab - Adhikari
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