to manage, guide, and optimize the team's performance. The ideal candidate will have excellent communication skills, process knowledge, and the ability to handle escalations, drive process improvements, and ensure compliance with quality standards.
Key Responsibilities:
Handle inbound and outbound calls to/from US customers, ensuring high-quality service delivery.
Act as a
process subject matter expert (SME)
--supporting agents with complex queries or escalations.
Monitor and analyze key performance indicators (KPIs) such as AHT, CSAT, FCR, and QA scores.
Conduct training sessions and refreshers to enhance team performance and product/process knowledge.
Collaborate with the Quality and Training teams to identify process gaps and implement corrective actions.
Ensure adherence to compliance, confidentiality, and data security guidelines (HIPAA, if applicable).
Prepare daily/weekly/monthly performance reports and share insights with management.
Work closely with clients and internal stakeholders to ensure SLA and KPI achievement.
Suggest and drive
process improvement initiatives
for efficiency and customer satisfaction.
Job Types: Full-time, Permanent
Pay: ?300,000.00 - ?495,000.00 per year
Work Location: In person
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