MAJOR RESPONSIBILITIES:
- Improve help line productivity by highlighting deficiencies and recommend changes in existing system & processes
- Responsible to achieve the Contact Center targets as set by the management.
- To perform day to day Analysis of complaints, report to the management and to suggest action plans in case the results are not good for the company.
- Directly supervise and monitor the performance of Contact Center.
- Timely evaluation of the reporting employees
- Ensure preparation and distribution of monthly performance reports .
- Assure audit compliance and procedure quality control and recommends and initiates corrective actions.
- Develop contact center policy, procedures, and training material.
Monitoring activities
- Reporting & Analysis of Daily, Weekly & Monthly CC performance.
- Interpret, study and extract useful conclusions for decision making from the reports.
BnCC Updation
- Work with internal support teams to collect, track and manage to bugs and support issues
- Coordination with IT/IS in case of any major downtime occurs in order to maintain service continuity and help line availability
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