Job Title: TL/AM (Call Center 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 quan...