Elevated Call Center Optimization Specialist

3 days ago

Rawalpindi Cantonment, Pakistan beBeePerformance Full time 4,000,000 - 7,000,000

As a high-caliber Performance Monitoring professional, you will be responsible for leading in-depth contact center performance analysis to create actionable blueprints for enhancement.

Key Responsibilities:
  • Conduct thorough and exhaustive performance audits of the contact center to develop detailed strategies for improvement.
  • Swiftly resolve all incoming escalations from various channels, ensuring prompt resolution and customer satisfaction.
  • Listen to and review customer interactions, including calls, chats, and other communications, to measure agent service skills and adherence to policies.
  • Provide continuous process optimization recommendations to leadership, driving innovation and best practices.
  • Collaborate with the training team to develop curriculum for call center members involved in specific projects, enhancing their skills and knowledge.
  • Design and create resource materials, online reference guides, process documentation, and assessments to support staff development and improve performance.
  • Respond to internal inquiries regarding customer call handling or service support for specific product lines, providing accurate and timely information.
  • Research escalated calls provided by internal leadership, customers, and clients, identifying areas for improvement and implementing solutions.
  • Prepare comprehensive reports and documentation as needed, supporting business decisions and growth strategies.
Requirements:
  • Strong analytical and problem-solving skills, with attention to detail and ability to evaluate complex data.
  • Excellent communication and interpersonal skills, with ability to work effectively with cross-functional teams.
  • Ability to analyze and interpret data, identify trends, and develop actionable insights.
  • Strong organizational and time management skills, with ability to prioritize tasks and meet deadlines.

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