The Individual must be customer oriented having very good communication skill, Leadership, eye to details, deep understanding of Contact center Analytics and MIS, understand CRM process and a team player. Basic understanding of ISP services, Telecom and Service provider space. Highly motivated to lead and manage team. Very good understanding of the Contact Center Technology and bring improvement in requirement to improve quality. This is governance position and the individual will be responsible for ensuring that all the Contact Centers comply to the set process and policy. Provide leadership and act as coach to team managing customer service by interacting with them motivating and coaching CSE and TL. Need to have good comprehension, Reading, oral and writing skill. Manage and Monitor the Customer satisfaction and Organisation KPI and team KPI. - Improvement on FCR - Improve Call Resolution target thru process - Improve Customer Satisfaction and Agent productivity - Improve and accuracy of CRM and other system updation - Knowledge of the organization & its processes - Follow up with customers, provide feedback and see problems through to resolution - Provide regular MIS and highlight improvement and support requirements and escalation management - 6-10 yrs experience, of which at-least 3 years independently handling a CC team

Bangalore

I-ON - Contact Center Governance Head 

I-ON - Contact Center Governance Head  ,Job Description for I-ON - Contact Center Governance Head  in Dvois Communications in  Bangalore for (6-10) years of experience. Apply Now!

Job Description for I-ON - Contact Center Governance Head  in Dvois Communications in  Bangalore for (6-10) years of experience. Apply Now!