01Overview
Role & responsibilities
Manage day-to-day inbound call center operations to ensure smooth service delivery.
Monitor call center performance against agreed SLAs, KPIs, and quality standards.
Handle customer escalations and ensure timely resolution of issues.
Coordinate with third-party vendors to ensure operational efficiency and service excellence.
Track vendor performance, conduct regular reviews, and drive improvement initiatives.
Ensure compliance with company policies, contractual obligations, and regulatory requirements.
Prepare and analyze MIS reports, productivity metrics, and performance dashboards.
Collaborate with internal stakeholders to address operational challenges and improve customer experience.
Optimize workforce planning, resource utilization, and process efficiency.
Support cost management and continuous improvement initiatives across call center operations and vendor partnerships.
Job Requirements :
3-5 years of experience in a similar role within the telecom/ISP industry.
Strong knowledge of inbound process management principles and practices.
Excellent communication skills with ability to handle multiple conversations simultaneously while maintaining accuracy and attention to detail. .
