Job Description:

o Responsible for the quality, performance, efficiency, and training of the call centre team.

o Set goals and provide the enablers to achieve the goals

o Analyse and set the quality parameters and metrics for performance measurement like calls left waiting, calls missed etc. & to ensure high FTR ratios.

o Continuous training and orientation of the Agents

o Liaison with the internal teams for the processes which are run by CC

o Regular MIS and monthly Dashboard maintenance for review with Customer Service Head

o Regular information dissemination for the updates and process changes which are directly or indirectly impacting the calls flow

o Proactive analysis of the queries and requests to ensure the decrease of the repetitive nature

o Be proactive in identifying and resolving the issues faced by the CC team.

o Own and manage other channels of communication with customer regarding queries, requests and complaints – including WhatsApp, Customer App, Website, Email

o Drive proactive dissemination of information to the customer at the right points over online channels during their lifecycle to minimize need for contact – identify relevant episodes and communication required

📌 Business Analyst – Digital Business Manager Call Center Mumbai (India)
🏢 Talent Leads Consultants
📍 India