Job Description
Call Centre Senior Associate Job Title: Call Centre Associate/ Executive/Sr Executive Department: Contact Centre Operations Please Apply Using the following Link: https://forms.cloud.microsoft/Pages/ResponsePage.aspx?id=S75G8f66rkGG3cpY1BLZJkny54vX5PpPhjlDz3LMR7BUQ1cwNVRBUkdFR0pVWVQyNVZZQ0VSRkZQSy4u 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 Adaptable 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