TL -Call Centre Operations
Job Title: TL/AM (Call Center Operations)
Job Location: Mumbai
Role Type: Contract
About the Role
- Managing Call center operations of the front end and the backend teams
- Should be well versed with Call Center Training & making Quality processes
- Monitoring team Performance, Productivity and Qualitative / Quantitative metrics like Service Level, AHT, NPS, Call quality, etc.
- Responsible for end to end customer contact processes and associated customer experience
- Responsible to work with CRM teams and bring enhancements to increase upfront resolutions (FTR)
- Responsible for increase in C-SAT & Propose ways to tech teams to bring automations in the process.
- Develop partnerships with internal teams / group teams to improve speed of issues resolutions and to recommend product improvements
- Ability to do qualitative and quantitative analysis into meaningful insights
- Should be able to solve customer service tickets within TAT
Requirements:
- 5-8 yrs of experience
- Call Center ops
- Team Management
- Process management
- CRM
- Proficient in MS office tools - Excel & PPT