Job Description

Role Purpose

The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account.

͏

Responsibilites

• Experience in Contact Centre Business

• Ensures achievement of all business, team and individual Customer Service goals and standards

• Manages Key performance indicators (NPS, CSAT, AHT, Volume, SLA, Quality, etc)

• Responsible for administrative aspects including reporting

• Management of daily activities of a team size of >70 associate

• Motivating team through effective management, career development & implementation of reporting mechanisms.

• Goal setting and weekly, monthly, quarterly reviews of team and their performance management

• Devising appropriate solutions to all issues

• Customer relationship management and escalation management

• Be a part of all projects and propose value additions

• Drive employee engagement and other key indicators such as absenteeism and attrition

• Analysis of reports including process dashboards,  team performance reports, initiating appropriate action plans & initiate training

͏

͏

Qualifications

• Minimum of 4 years of work experience in the Contact Center / BPO environment 

• Minimum of 2 years experience in in Leadership position

• Strong customer service orientation