Job Description :
- Manage day to-day operations and meet required service level and standards
- Performance review - prepare metrics and MIS . Track reports on associates/callers performance
- Develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused associates.
- Operational Management, managing the floor, ownership and problem resolution. Coaching and feedback, motivating, training and development of staff
- Receive Important Company, monitor performance and update management on the state and progress
- Conduct surprise checks/audit and ensure Compliance.
- Training on process and call quality monitoring.
- Continuous improvement initiatives and other process Transformations
- Coordination with Pick-up agencies for smooth conversion of pick-up
- Reporting on the daily update on call centre operations
- Highlight issues on call centre activities wherever required
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