Performance Monitoring

2 weeks ago

Rawalpindi, Punjab, Pakistan Translation Empire Full time 900,000 - 1,200,000 per year

JOB DESCRIPTION

  • Conducts contact center performance analysis and create detailed action plans on where to improve performance.
  • Review and resolve all incoming escalations from appropriate escalation channels in a timely manner
  • Responsible for listening (and viewing) to customer calls, chats and other communications, and evaluating consumer data to measure agent service skills & policy adherence.
  • Responsible for providing continuous process improvement recommendations to call center leadership
  • Provides input to appropriate resource as it relates to training curriculum designed to develop assigned call center team members within a specific project.
  • Develop corresponding resource materials, on-line reference materials, process guides, and comprehension assessments to aid in the development of assigned personnel.
  • Responds to internal inquiries related to customer call handling or service support of specific product lines.
  • Conducts research on escalated calls provided by internal call center leadership, customer, and client.
  • Prepares reports and other reference

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