GVK Emergency Management and Research Institute (GVK EMRI)
|
Kolkata
12 Oct
GVK Emergency Management and Research Institute (GVK EMRI)
Kolkata
Role & responsibilities
- Performance Monitoring: Track daily metrics like Average Handling Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and schedule adherence.
- Coaching & Development: Conduct one-on-one sessions, call monitoring audits, and side-by-side coaching to improve agent performance.
- Escalation Handling: Take over complex, high-pressure, or sensitive customer complaints that exceed an agent's authority.
- Operational Management: Run daily team huddles, manage shift rosters, and ensure floor compliance with company policies.
- Reporting: Prepare productivity and quality reports for senior management.
Required Qualifications & Skills
- Experience: 2 to 4+ years of experience working in an inbound call centre workplace, with prior supervisory or mentoring experience preferred.
- Education: Graduate
Preferred candidate profile
📌 Subject Matter Expert (Kolkata)
🏢 GVK Emergency Management and Research Institute (GVK EMRI)
📍 Kolkata
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