Job Description:

Responsibilities

Participates in design of call monitoring formats and quality standards

Performs call monitoring and provides trend data to site management team

Uses quality monitoring data management system to compile and track performance at individual level

Participates in customer and client listening programs to identify customer needs and expectations

Provides actionable data to various internal support groups as needed

Coordinates and facilitates call calibration sessions for call center staff

Provides feedback to call center team leaders and managers

Prepares and analyzes internal and external quality reports for management staff review

Qualifications

Two plus years of call center customer care experience, preferably in a technical environment

Excellent oral, written and interpersonal communication skills

Exceptional listening and analytical skills

Intermediate level of knowledge/ expertise with PC hardware and software (Word and Excel)

Intermediate to advanced level of knowledge with Internet technology; familiarity with cable modem technology desired

Strong knowledge of customer care processes and techniques

Demonstrated ability to work well in a team environment

Dedication to providing exceptional customer service

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate in Any Specialization
Industry : Strategy / Management Consulting Firms
Functional Area : ITES, BPO, KPO, LPO, Customer Service, Operations,
Role : Associate/Senior Associate -(Technical)
Salary : Not Disclosed
Deadline : 15th Apr 2020

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