Operations Manager
Published date: 2024/01/10
- Location: Bangalore, Karnataka, India
The Operation Head will assist in establishing call center objectives. Provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes in an effort to better support customers Roles and Responsibly : • One should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings. • Hiring, training, coaching, and leading call center representatives as they provide support for customers. • Knowledge on SLA, AL, AHT, Shrinkage, Attrition, Roaster Planning, CSAT, NPS, Quality Parameters, Abandon %, WBR, MBR, QBR, First hand Resolution, Dialers. • Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees. • Assisting other management team members in identifying trends and establishing call center goals. • Ensuring staff members are achieving desired service levels and taking corrective action, as needed. • Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction. • Taking on other tasks or projects to support employees, other managers, and call center
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