Contact Center Process Owner | 8 to 10 years | Kolkata & Bengaluru

Job Description

  • Lead Chat/Dial Home/Voice/Web operations to support customers using the company’s products.
  • Should be able to meet daily task handling through various form & medium of communication, written and/or verbal or phone
  • Prior Contact Center transformation experience is a must
  • Should be able to meet the quality, productivity targets & defined timelines to ensure Service Level Agreements (SLAs) and ensure there is no penalty due to miss in SLA’s.
  • Should ensure accuracy in the tasks completed.
  • Demonstrate analytical capabilities while performing tasks.
  • Should adhere to established policies, procedures, and compliance which result in a satisfactory audit rating
  • Lead Chat/Dial Home/Voice/Web operations to support customers using the company’s products.
  • Analyzes and responds to operational, productivity, and/or customer satisfaction data.
  • Look at transformation opportunity and drive this along with the delivery team.

Primary Skill

  • Should have knowledge on ITES/BPO/KPO/Customer Service /Operations.
  • Transformation and QA skill in Contact center operations.

Secondary Skill

  • Client management with Governance, QMS & Quality controls

Ref:

729973

Posted on:

May 3, 2021

Experience level:

Experienced

Contract type:

Permanent

Location:

Kolkata