Call Centre Senior Associate

Job Title: Call Centre Associate/ Executive

Department: Contact Centre Operations

Please Apply Using the following Link:

https://forms.cloud.microsoft/r/Y8A6Fgd4kW

Role Purpose:

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

KPIs:

- CSAT
- Escalation resolution
- Call Quality
- SLA adherence
- Team contribution

📌 Contact Center Executive/Sr. Executive (Kozhikode)
🏢 Aster DM Healthcare
📍 Kozhikode