
Customer Experience Champion
2 weeks ago
Job Title:
Customer Experience ChampionJob Summary:
We are seeking a skilled Call Centre Operations Specialist to oversee our real-time performance. As the ideal candidate, you will monitor key metrics, ensure smooth operations, and make quick adjustments to maintain exceptional service levels.
Key Responsibilities:
Live Monitoring: Watch call queues, agent availability, and system performance in real-time to identify areas for improvement.
Performance Tracking: Keep an eye on essential metrics like wait times, dropped calls, and agent productivity to optimize performance.
Quick Adjustments: Take swift action to manage call volume changes, agent schedules, or system alerts to meet targets.
Issue Escalation: Promptly report any technical problems or major service disruptions to IT or management to ensure prompt resolution.
Basic Reporting: Assist in creating daily or intraday reports on call centre performance to inform decision-making.
Team Communication: Clearly communicate operational updates and instructions to team leaders and agents to ensure seamless collaboration.
Requirements:
Experience: 1-2+ years in a call centre, preferably in a role involving customer service, real-time monitoring, or operations support.
Education: A Bachelor's degree is preferred, but relevant experience is highly valued.
Shift timings: Morning with weekends on (Alternate day off)
Skills:
Strong understanding of call centre operations and common metrics (e.g., Service Level, AHT, Abandon Rate).
Proficient with call centre software and MS Excel.
Excellent attention to detail and active listening skills
Why Choose Us:
Work in a dynamic and supportive team environment.
Competitive compensation and opportunities for growth.
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