Co Founder at Big Bang HR Advisors
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Operations Management Role - International Process - BPO (5-10 yrs)
Contact Centre Operations (International Process)
- Contact Centre operation management - International Processes (North America / Europe / Middle East)
- Handling customer/Client queries/complaints (on call/email/Chat)
- Escalation & Social Media complaint management
- Responsible to achieve KPI performance targets
- Inform customers by explaining procedures; answering questions; providing information
- Update job knowledge by studying new product descriptions / Terms & conditions; participating in trainings.
- Maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures, Ensure process adherence.
- Team Improvement processes, identify gaps
- Handling MIS reports such as TAT reports, Monthly meetings data and other reports which are required to be presented in front of senior management.
- Performance summary preparation of Monthly Business Review.
- Candidate should be ready to work in night shift.
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