Manage customer interactions, handle escalations, and support team performance.
Key Responsibilities
- Handle incoming calls with quality
- Manage escalation calls
- Adhere to AHT and SLAs
- Maintain high CSAT
- Support junior associates
- Assist in training
- Ensure compliance
- Handle complaints professionally
- Maintain documentation
Skills:
- Communication & negotiation skills
- Problem-solving ability
- Conflict resolution skills
- Team collaboration
Requirements:
- Call center experience - Atleast 1+ years in same field
- Healthcare knowledge
- MS Office proficiency
- Understanding of AHT, CSAT, SL
- Punctual & Should be Versatile Additional Responsibilities:
- Floor support
- Process improvement
- Quality initiatives