Call Centre Senior Associate

Job Title: Senior Call Centre Associate

Department: Contact Centre Operations

Rotational Week Off

Rotational Shift

6 Days working

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 centre experience – Atleast 2 years in same field
- Healthcare knowledge
- MS Office proficiency
- Understanding of AHT, CSAT, SL
- Punctual & Should be Adaptable

Additional Responsibilities:
- Floor support
- Process improvement
- Quality initiatives

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

📌 Senior Associate Call Center (Kozhikode)
🏢 Aster DM Healthcare
📍 Kozhikode