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07/07 Arunima V
Associate Consultant at CareerNet Technologies

Views:634 Applications:210 Rec. Actions:Recruiter Actions:47

Associate Director/Partner - Customer Support/Customer Success - BPO (6-13 yrs)

Bangalore Job Code: 947376

Role Description :

- Manage day to day call center operations and meet required service level and standards for inbound customer/ partner calls.

- Performance review - manage and track open tickets, lead proper usage of ticketing tool, prepare metrics, ensure closure of tickets in a time-bound manner.

- Track reports on associates/caller performance.

- Develop the team to ensure delivery of a consistently superior customer experience.

- Inbound-call and ticketing management, managing the floor, ownership and problem resolution.

- Coaching and feedback, motivating, training and development of staff.

- Receive target, monitor performance, manage TAT, and update management on the state of progress.

- Conduct surprise checks/audit and ensure compliance.

- Call quality monitoring and ensure correct information passing to customer and partner.

- Ensure proper and correct resolution of in-bound queries.

- Continuous improvement initiatives and other customer/partner query resolution process transformations.

- Reporting on the daily update on in-bound query resolution and ticketing metrics.

- Highlight issues on call center activities whenever required

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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