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AM Contact Center

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Client Services & Customer Support
Total Position:
Job Type:
Full Time/Permanent ( First Shift (Day) )
Job Location:
No Preference
Minimum Education:
Degree Title:
Bachelors/ Masters degree in Business Administration
Career Level:
Entry Level
Required Experience:
1 Year - 3 Years(Should have prior working experience in Contact center Operations)
Apply By:
Nov 9, 2017
Posted On:
Oct 9, 2017
Job Description

Job Overview:

  1. Improve help line productivity by highlighting deficiencies and recommend changes in existing system & processes
  2. Responsible to achieve the Contact Center targets as set by the management.
  3. 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.
  4. Directly supervise and monitor the performance of Contact Center.
  5. Timely evaluation of the reporting employees
  6. Ensure preparation and distribution of monthly performance reports.
  7. Ensure audit compliance and procedure quality control.
  8. Recommends and initiates corrective actions.
  9. 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

CRM Upgradation

  • Work with internal support teams to collect, track and manage bugs and support issues
  • Coordination with IT/IS in case if any major downtime occurs in order to maintain service continuity and help line availability.

Skills Required:

  • In-depth knowledge of contact Center KPIs
  • Traffic Planning /Scheduling
  • Excellent communication skills
  • Advance data analysis skills

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