A highly motivated individual who loves to work in a team and is passionate about using the acquired skills in the best possible way for achieving the company’s goals
To formulate customer services & technical department service level report on weekly basis. To Provide Training to newly hire employees. To Arrange Pre\ Post shift sessions on daily basis shift wise. To maintain Daily Dash Board and Pre / Post Shift Sessions file. To design the Standard Operating Procedures according to company’s Productivity. To monitor phone calls of the dedicated personnel to make sure call centre employees are in compliance with the standard operating procedures of an organization. To make sure that employee provides excellent customer services while they are communicating with customer. Evaluate equal number of calls of all the call centre employees as per the set target. Counselling of the personnel to ensure better quality productivity. Hands on Documentation of all the calls data in the database. TNA (training need analysis) documentation of the employees. Day to day report of call evaluation summary. Day to day report of Major, Minor and Fatal errors in calls. Participates in design of call monitoring formats and quality standards. Participates in TNA and call calibration session of the work strength. Provides actionable data to various internal support groups as required. Provide feedback to call centre team leaders and the line managers.
To monitor phone calls of the dedicated personnel to make sure call centre employees are in compliance with the standard operating procedures of an organization. To make sure that employee provides excellent customer services while they are communicating with customer. Evaluate equal number of calls of all the call centre employees as per the set target. Page 2 of 3 Hands on Documentation of all the calls data in the database. TNA (training need analysis) documentation of the employees. Day to day report of call evaluation summary. Day to day report of Major, Minor and Fatal errors in calls. Participates in design of call monitoring formats and quality standards. Participates in TNA and call calibration session of the work strength. Provides actionable data to various internal support groups as required. Provide feedback to call centre team leaders and the line managers. Counselling of the personnel to ensure better quality productivity.