TL Call Centre Operations

Payu · Banking & Financial Services

Job Title: TL/AM ( Call Center Operations)

Job Location: Mumbai

Role Type: Contract

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

5-8 yrs of experience

Call Center ops

Team Management

Process management

CRM

Proficient in MS office tools - Excel & PPT