Call Centre Operations Team Lead

About the Role:

• Managing Call center operations of the front end and the backend teams
• Should be well versed with Call Center Training & making Quality processes
• Monitoring team Performance, Productivity and Qualitative / Quantitative metrics like Service Level, AHT, NPS, Call quality, etc.
• Responsible for end to end customer contact processes and associated customer experience
• Responsible to work with CRM teams and bring enhancements to increase upfront resolutions (FTR)
• Responsible for increase in C-SAT & Propose ways to tech teams to bring automations in the process.
• Develop partnerships with internal teams / group teams to improve speed of issues resolutions and to recommend product improvements
• Ability to do qualitative and quantitative analysis into meaningful insights
• Should be able to solve customer service tickets within TAT

Requirements:

• 5-8 yrs of experience
• Call Center ops
• Team Management
• Process management
• CRM
• Proficient in MS office tools - Excel & PPT