Manage the daily/shift running of the Legal Portal Call Center.
Analyze and provide feedback for the improvement in performance of the call centre operations on daily basis.
Coaching and development of the Legal Advisors for handling calls in the best professional manner.
Monitor all Real-Time and intra day activities to ensure operational goals are met.
Live and recorded call monitoring to improve quality and minimize errors by maintaining daily shift reports.
Analysing performance statistics and ensuring that all in bound call centre standards are met.
Provide support for evaluation and hiring process of the new call agents alongwith retention of existing staff.
Any other tasks assigned by the Director Products.