Temporary Accent Coach Jobs (NOW HIRING)

JOB SUMMARY
This role requires an Associate II to effectively and efficiently handle customer support calls or process assigned transactions with minimal guidance, adhering to Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs). The Associate will be expected to resolve issues or escalate them as needed, maintain high quality and accuracy, and contribute to operational efficiency.
Key Responsibilities
- Manage Service Level Agreements (SLAs) in terms of quality, productivity, and schedule, ensuring 100% adherence.
- Analyze information, enter and verify data following SOPs to ensure task completion for Data Associate functions.
- Handle customer calls, provide responses, and perform after-call work as directed for Voice Associate functions.
- Stay informed about client processor product updates and ensure 100% compliance.
- Assist new team members with process proficiency to ensure quick team readiness.
- Manage and handle tasks of higher complexity.
- Analyze processes and propose ideas for automation to increase operational efficiency.
- Process transactions assigned as per SOPs.
- Handle customer support calls, resolve issues, and complete after-call work.
- Perform quality control for transactions if required.
- Create reports, prepare spreadsheets of daily transactions, and perform data entry in software/tools.
- Report status of assigned tasks, complying with project-related reporting standards and processes.
- Complete tasks with zero errors and improve performance based on coaching.
- Monitor progress of requests for support and keep users and interested parties informed.
- Identify, analyze, and solve incidents/transactions.
- Address problems with supervision or QA to ensure maximum productivity and efficiency.
- Attend need-based domain, project, and technical training.
- Complete all mandatory training requirements on time.
- Provide on-floor training and one-to-one mentorship to new joiners.
- Escalate problems to appropriate individuals and support teams based on established guidelines.
- Manage knowledge by consuming project-related documents and resources.
- Share status updates with stakeholders and within the team.
- Collaborate with different delivery towers for quick resolution and document learnings.
- Collaborate with team members for timely resolution of errors.
- Assist new team members in understanding the customer environment.
- Demonstrate a thorough understanding of organizational and customer-defined processes, policies, and business conduct.
Required Qualifications
- Proficiency in taking customer support calls effectively and efficiently, following SOPs and SLAs.
- Proficiency in processing assigned transactions effectively and efficiently, maintaining output quality and accuracy, and adhering to SLAs.
- Acts under very minimal guidance.
- 100% Adherence to quality standards.
- Adherence to turnaround time for response and resolution.
- 100% adherence to process and standards.
- 100% adherence to SLAs where applicable.
- Zero/No Client Escalations.
- Customer Focus: Prompt and efficient service, meeting individual customer needs.
- Attention to detail to ensure SOPs are followed and mistakes are not made.
- Team Work: Respectful and effective collaboration within the team.
- Communication (Data): Clear and concise speaking and writing with appropriate style and language.
- Communication (Voice): Accent-neutral or process-specific accent, good vocabulary and grammar, clear writing.
- Typing Speed: 15 WPM with 80% accuracy.
- Ability to make rule-based decisions and judgments based on guidance.
- Analytical ability to understand the larger picture of customer issues.
- Ability to follow SOP documents and escalate alerts within SLA.
- Willingness and ability to learn new skills and domain knowledge.
- Familiarity with Windows Operating Systems, MS Word, MS Excel.
- English comprehension – Reading, writing, and speaking.
- Familiarity with work allocation and intake functions.
Preferred Qualifications
- Experience level: 2 to 5 years.
- Domain knowledge based on process (e.g., healthcare, banking, investment, F&A, retail, customer support).
- Fair understanding of customer infrastructure and ability to co-relate failures.
- Experience as Sr. Process Associate, Quality Auditor, or SME.
- Experience as a Frontline resource - Voice/Backoffice.
Certifications
- Completion of all mandatory training requirements.

Education: Associate's Degree

Compunnel Inc., established in 1994; is a leading provider of Staffing, IT/Software, e-Learning/Training, Business Intelligence, and Cloud Solutions. A leader in contingent and permanent workforce solutions, we also provide temp-to-hire staffing, project-based/SOW staffing, and payroll services to our esteemed clientele which includes Fortune 500 companies of diverse industry segments. Ranked as one of the largest staffing firms in the US which is our primary service market; we also have a significant presence in Europe and Asia. As a national service provider in the US, we are serving our customers all major states and regions; thereby generating numerous job opportunities for prospective employees in their preferred locations of choice.
We have witnessed multi-fold YOY growth, and continuously adding a large pool of talented resources to our employee base every year. Our extensive experience in hiring professionals of multiple in-demand skill sets (IT, Engineering, Healthcare, Admin-Clerical, Finance, Professional, Light Industrial, etc.) further makes Compunnel a wider and preferred platform for people to pursue their careers in the US. We welcome people from all walks of life and cultures, and we support workforce diversity by providing equal employment opportunities to people without any discrimination based on race, color, gender, religion, national/ethnic region, disability, or any other basis.