Subject: Trainer Candidate - Rakesh Kumar
From: Rakesh Kumar <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 26 May 2021 01:11:25 -0400

| | Tech Support Test

Name | Rakesh Kumar
E-mail | [email-masked]
Phone Number | (91) 8882930565
Do you have your own transportation (2 or 4 wheeler) or are you able to commute to office without using Metro? Our office is located in Noida Sector 2, near Noida - Sector 15 Metro Station | I can commute only using Metro
Where do you currently live (area) | Noida

Please give us details of your last 3 employments including current. If you've not worked in 3 companies, please enter NA

| Name of Company | Designation | Last working day | Monthly Salary (inhand)
Current Employer | Conduent | Associate Manager | | 64k
Previous Employer 1 | HCL | Sr Team Leader | |
Previous Employer 2 | Genpact | Process Developer | |

If Selected, how much time do you need to join? | 15 Days

Please briefly describe your work experience specifically in training?

ü  Maintain & Update SOW (Statement of Work)/ BRD (Business Requirement Document)

ü  Ensure BCP (Business Continuity Plan) is in place and reviewed regularly

ü  Monitoring and control on hiring approvals and follow-up with resourcing team to ensure action taken rightly and at appropriate schedule

ü  Workforce capacity allocation for operation

ü  Allocation of resources throughout operations sites on a daily, week and month basis. Demand side mechanics include understanding volume patterns, available capacity, etc. Supply side includes capability, scheduling, holiday and margin management, productivity analysis

ü  Manage the Service Levels in the event of an incident by allocating resources to critical process and ensuring that there is no/minimal impact and take follow up action on incidents

ü  Provide management information/business analysis – Forecast and trend on team/staff productivity performance for the center manager and process managers

ü  Regular interaction (need-based or on-going, as applicable) with Onshore counterparts (manage client queries, escalations and resolution in a timely manner) and internal center managers and operation managers

Have you worked as a trainer in a Call Center/Customer Service/BPO Environment? | Yes
Please tell us below in 300 - 500 words about the most difficult situation you faced either while training or managing a team. | Let's discuss over a call all situation based difficulties which could appear and resolution statements.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | A person who can achieve the star of customer experience award and as well as who can come out of difficult situations along with providing satisfaction solution to customer.
What according to you makes you a good candidate for this position? | I posses the required experience which can put value to business.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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