01Key Responsibilities
Monitor Call centre performance, Queue management.
Supervise the on-floor escalation call management process.
Participate in coaching, reviews, call quality auditing and training assessments.
Preparation of plans related to call centre production floor and vendor management.
Monitor quality of call centre performance, interactions
Analysis of calls handled by agents to ensure quality standards is met.
Capture and report call quality issues and feedback on CSE performance and closure of quality issues .
