Executive - Call centre

3 weeks ago

Bengaluru, Karnataka, India Aster DM Healthcare Full time
Job Description

Job Summary

- Call Center Management:Supervise and lead call center operations to ensure efficiency and effectiveness
- Set and achieve performance targets, such as call response times, service levels, and customer satisfaction
- Staff Supervision:Manage call center staff, including call center agents and team leaders
- Provide guidance, training, and performance evaluations to ensure staff success
- Customer Service:Maintain a strong focus on delivering excellent customer service and resolving customer inquiries or issues
- Monitor calls and provide assistance to agents when necessary
- Quality Assurance:Implement and maintain quality control measures to ensure service quality and adherence to call center procedures
- Conduct call monitoring and evaluation of customer interactions
- Workforce Management:Plan and schedule staffing to meet call volume and service level requirements
- Manage staff schedules, breaks, and shift rotations to optimize efficiency
- Reporting and Analytics:Generate and analyze call center performance reports and key performance indicators (KPIs)
- Identify areas for improvement and implement corrective measures
- Training and Development:Provide ongoing training and development opportunities to call center staff
- Keep staff updated on product knowledge, customer service skills, and procedural changes
- Technology and Tools:Ensure that call center technology, including call routing, CRM systems, and telephony tools, is utilized effectively
- Troubleshoot technical issues and coordinate with IT support as needed
- Complaint Resolution:Handle escalated customer complaints and provide resolutions, ensuring customer satisfaction
- Maintain records of complaints and resolutions for analysis

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