The primary responsibility of this role is to efficiently process transactions in accordance with the Service Level Agreements (SLAs) set by our clients.
Performance Parameters
- Productivity
- Accuracy
- Attendance
Role Responsibilities
- Process transactions following Desktop Procedures meticulously.
- Meet assigned targets as per SLAs.
- Ensure transaction quality meets predefined parameters.
- Provide daily process reports.
- Adhere to established attendance schedules.
- Follow company policies and procedures diligently.
Primary Internal Interactions
- Assistant Manager. For reporting performance, addressing concerns, seeking feedback, and receiving support.
- Manager. For resolving performance issues and conducting monthly one-on-one meetings.
- Subject Matter Experts (SMEs). For cooperation, clarification on process-related matters, and receiving assistance when required.
Qualification
- Graduate with proficiency in Computer literacy (MS Office & Domain knowledge).
- Minimum of 15 years of education.
Experience
- 1 to 3 years of domain knowledge.
- Minimum 1-2 years of Utilities domain knowledge.
Technical Skills
- Basic IT proficiency, comfortable with computer operations.
- Typing speed of 20 words per minute (net).
- Ability to communicate effectively in English.
- Proficient in comprehending written composition.
Soft Skills
- Commitment and drive to achieve targets.
- Strong decision-making abilities.
- Adaptability and flexibility.
- Customer service focus, with the ability to empathize with customers and prioritize their requests.
Desirable Skills
- Other duties as assigned.
This role demands meticulous attention to detail, adherence to deadlines, and effective communication skills. Candidates should possess a strong commitment to quality and customer satisfaction while maintaining productivity and accuracy standards.