Key Responsibilities:

- Team Management:

- - Supervise and lead a team of customer service representatives, ensuring they meet performance and service quality standards.
- Conduct regular team meetings, performance reviews, and provide ongoing coaching and feedback.
- Foster a positive and engaging work environment, promoting teamwork and professional growth.

- Operational Oversight:

- - Monitor daily operations of the contact center, ensuring adherence to schedules, service level agreements (SLAs), and key performance indicators (KPIs).
- Manage call volume, response times, and agent productivity to maintain high customer satisfaction.
- Implement and uphold policies, procedures, and best practices.

- Quality Assurance:

- - Conduct quality assurance checks and audits to ensure consistent and high-quality customer interactions.
- Address escalated customer issues and complaints, providing resolution and improving service processes.
- Analyze call center metrics and reports to identify areas for improvement and implement corrective actions.





- Training and Development:

- - Develop and facilitate training programs for new hires and ongoing training for existing staff.
- Ensure team members are knowledgeable about products, services, and customer service techniques.
- Keep the team updated on new processes, technologies, and industry trends.

- Performance Analysis and Reporting:

- - Prepare and present regular performance reports to the Contact Center Manager.
- Utilize data and analytics to drive decision-making and strategic planning.
- Identify trends and insights to enhance customer service and operational efficiency.

- Collaboration and Communication:

- - Work closely with other departments (e.g., IT, HR, Sales) to ensure seamless operations and support.
- Communicate effectively with team members, management, and stakeholders.
- Participate in cross-functional projects and initiatives to improve overall business performance.

📌 AM Ops - Sagility (Bengaluru)
🏢 Trigent Software
📍 Bengaluru