Job Description
Skills and Knowledge:
- Higher operations and technical expertise
- Strong skills in data analysis, call center software.
- Excellent organizational and problem-solving abilities.
- Ability to lead process enhancement, foster teamwork with cohesive team environment and maintain high level of customer satisfaction.
Job Duties & Responsibilities:
1)Daily Operations Management
- Oversee call center activities, monitor metrics (e.g., call volume, response time), and ensure adherence to SLAs.
- Ensure social media support meets SLAs and customer expectations.
2)Performance Monitoring
- Evaluate call and social media response quality and target improvement areas with agents.
- Work with QA team to enhance agents’ APS.
- Collaborate with Training & Development to improve training and create LMS modules.
3)Technical Escalations & Issue Resolution
- Manage escalated technical issues, coordinating with IT or specialized teams for resolution.
- Provide or organize technical training for Supervisors, TLs, and agents.
4)Process Improvement
- Identify improvements in call and social media support, adopting new tools to enhance engagement and service delivery.
5)Reporting & Communication
- Analyze performance data to track trends and recommend improvements.
- Report to Assistant Manager and HOD.
- Act as a liaison across call center, social media, and other internal teams to ensure aligned communication.
