- Manage daily operations of the contact center, ensuring effective handling of customer queries and issues.
- Oversee a team of agents, providing guidance on sales techniques, product knowledge, and customer service standards.
- Analyze performance metrics to identify areas for improvement and implement changes to increase efficiency and reduce costs.
- Develop strategies to improve customer satisfaction ratings through effective communication, problem-solving, and issue resolution.
Job Requirements :
- 18-25 years of experience in BPO/Call Centre industry with expertise in contact centers.
- Proven track record in managing teams effectively to achieve targets such as AHT (Average Handle Time), Shrinkage & Attrition rates.
- Strong understanding of CRM software applications used in call centers; ability to analyze data from various sources to drive business decisions.