TL -Call Centre Operations

Job Location: Mumbai

Role Type: Contract

About the Role

• Managing Call center operations of the front end and the backend teams

• Should be well versed with Call Center Training & making Quality processes

• Monitoring team Performance, Productivity and Qualitative / Quantitative metrics like Service Level, AHT, NPS, Call quality, etc.

• Responsible for end to end customer contact processes and associated customer experience

• Responsible to work with CRM teams and bring enhancements to increase upfront resolutions (FTR)

• Responsible for increase in C-SAT & Propose ways to tech teams to bring automations in the process.

• Develop partnerships with internal teams / group teams to improve speed of issues resolutions and to recommend product improvements

• Ability to do qualitative and quantitative analysis into meaningful insights

• Should be able to solve customer service tickets within TAT

Requirements:

• 5-8 yrs of experience

• Call Center ops

• Team Management

• Process management