Job Description Core Responsibilities: o Review quality reports, discuss team performance, identify favorable / unfavorable trends, and resolve escalated issues o Handling Customer Queries & meeting Deadlines on daily basis records related to customer retention, also prepare plan for Audit o Supports development of quality assurance strategies, processes, guidelines and control plans which assure quality & enhanced customer experience, Efficiently to gather complete information to access and fulfill customer need. o Set up an In-house call center functions to deliver retention targets achieving financial objectives. o Maintain and improve In-house call center operations by monitoring system performance identifying and resolving problems preparing and completing action plans completing system audits and analyses managing system and process improvement and quality assurance programs installing upgrades. o Manage the daily running of the In-house call centre, including sourcing equipment, effective resource planning and applying call centre strategies and operations o Develop call center systems by developing customer interaction and voice response systems, and voice networks designing user interfaces developing and executing user acceptance test plans planning and controlling implementations. o Liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues and accordingly ensure all relevant communications and data are updated and recorded. o Drive & review the call quality by monitoring random calls to improve quality, minimise errors and track operative performance. o Forecast and analyze data against budget figures on a weekly or monthly basis to achieve the revenue targets with the team o Perform customer negotiations and reach a fair conclusion from both business and customer perspectives o Pitch for new business while making retention call Desired Experience: Minimum 4-5 years in the field. Graduate : Yes, Masters/Postgraduate: Optional
