Operations

AM - Call Center

Gurugram, Haryana
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

Submit Your Application

You have successfully applied
  • You have errors in applying