AM - Call Center
Work Type: Full Time
Roles & Responsibility:
To hire, train, prepare and motivate employees at both QMC to provide excellent service. to customers while making and receiving calls.
The set objectives, analyze call center metrics, ensure that the company and staff meet goals and provide reliable, efficient support for customers.
Ensure all agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) defined for the clients are met/exceeded.
Performance of root cause analysis for non-achievement of SLAs/KPIs and development and execution of remedial solutions
Manage all call center resources at locations and ensure they are adequately trained and equipped to deliver superior service.
Review and analyse performance reports against targets on a weekly/monthly basis with the point of contacts and investigate causes for performance deviations
Ensure process compliance with all business rules, regulatory and adherence to all operational processes and procedures
Manage the performance of individuals and teams through effective performance management techniques, career planning strategies and the sharing of best practices.
Perform trend analysis on MIS/ data and identify deficiencies (tools, metrics, and reports) and recommend solutions - Mentor and ensure smooth induction of new hires in the process.
Develop strategic tactical plans to identify, analyze and effectively respond to client needs, emerging trends and best practices.
Work closely with HR to ensure high employee morale and retention initiatives Requirements
Generate MIS reports
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