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assistant Manager Operation BpO
Expertise in driving team to achieve process SLAs, productivity and quality targets
within the established timelines
Showcased excellence in steering CRM operations & enhancing customer
experience; characterized as a visionary strategist for driving customer level
profitability and addressing client priorities and resolving escalations within
prescribed TAT, thereby attaining high CSAT &retention
Highly skilled at meeting & setting KPI/KRA targets and planning areas of
improvement across agents persuasiveness, product/service knowledge and problem
resolution ability
Added value to the efforts of the organization by checking & assuring quality of
complex deliverables processed by team members, training new & existing team
members and resolving queries
Operational Excellence: developed continuous improvement strategy (to include
work plan, metrics, desired outcomes), Talent management of the OE Team to include
performance management & succession planning
Designed dashboards for operations; monitored day to day resolution closures and
case aging to ensure timely resolution
Monitored & drafted daily / monthly performance dashboard of the team; providing
training to ensure efficiency in process operations and meeting of individual & group
targets
A strategist with recognized proficiency in spearheading business
Role:Customer Service Executive (Voice), Other Customer Service/Call Center
Industry:Call Center
Function:Customer Service/Call Centre/BPO
Job Type:Permanent Job
Date Posted: 30/07/2024
Job ID: 86885045
We are hiring for the Bpo requirements in Pan India.