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08/04 Jitendra Singh
Recruiter at Datawise Consultants Pvt. Ltd.

Views:972 Applications:220 Rec. Actions:Recruiter Actions:11

Senior Role - Call Center Management/Contact Center (10-15 yrs)

Noida Job Code: 911848

Senior Role - Call Center Management/Contact Center- Female only


- Ensures quality service and operational performance within the parameters of program and delivery standards.

- Analyzes operational processes, establishes escalation procedures and oversees training needs assessments to identify opportunities for service delivery improvements.

- Responsible for employee staffing and ensuring program training, including product knowledge, proper language/communication training and support of overall service requirements.

- Duties may also include contract negotiations, customer account relationship management and financial results (contact center profit and loss responsibility).

- Selects, develops and evaluates personnel to ensure the efficient operations of the function

- Works on issues where analysis of situation or data requires review of relevant factors. Exercises judgment within defined procedures and policies to determine appropriate action.

- Frequently interacts with subordinate supervisors and functional peer groups. Interaction normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects or schedules.

- Provides direct supervision to professional individual contributors and/or skilled, support individual contributors (e.g., support personnel). Acts as advisor to unit or sub-units and may become actively involved, as required, to meet schedules and resolve problems.

- Hiring, training, coaching, and leading call center representatives as they provide support for customers.

- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

- Responsible for NPS (Net promoter score) for all the channels

KPIs

- Sales per agent

- Active waiting calls

- Longest call hold

- Peak hour traffic

- Revenue per successful call

- Call Center Status Metric

- Call abandonment

- Average handle time

- Cost per call

- Customer satisfaction

- After call work time

- Cost per contact

Women-friendly workplace:

Maternity and Paternity Benefits

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