Description:
Job Specifications and Duties:
Critical to Client
- Setting and meeting performance targets for speed, efficiency and quality
- Ensure campaigns promotional and marketing materials activities are properly communicated and executed to CSEs timely through teams
- Managing the Contact Center Operations by keeping strong communication with Clients.
- Ensure all agreed Operational SLAs
- To ensure services UP Time as per agreed SLAs with the help of Support departments.
Critical to Operations
- Ensure effective communication with Internal and external customers.
- Recognizes and reward the efficient performance of subordinates.
- Keen monitoring of team member’s performance through Team Leaders / Supervisors.
- Provision of technical, objective and goal oriented support to the Team Leaders / Supervisors.
- To Manage the Control of Shift Leakages, Shrinkage & Discipline.