Job Description
Job Description
• Call Abandonment Rate
• First Call resolution
• TNPS Score
• CSAT Score
• Service Level
• Outbound Connect Ratio
Key Responsibilities:
• Monitor Call centre performance, Queue management.
• Supervise the on-floor escalation call management process.
• Participate in coaching, reviews, call quality auditing and training assessments.
• Preparation of plans related to call centre production floor and vendor management.
• Monitor quality of call centre performance, interactions
• Analysis of calls handled by agents to ensure quality standards is met.
• Capture and report call quality issues and feedback on CSE performance and closure of quality issues
• Call Abandonment Rate
• First Call resolution
• TNPS Score
• CSAT Score
• Service Level
• Outbound Connect Ratio
Key Responsibilities:
• Monitor Call centre performance, Queue management.
• Supervise the on-floor escalation call management process.
• Participate in coaching, reviews, call quality auditing and training assessments.
• Preparation of plans related to call centre production floor and vendor management.
• Monitor quality of call centre performance, interactions
• Analysis of calls handled by agents to ensure quality standards is met.
• Capture and report call quality issues and feedback on CSE performance and closure of quality issues
💡 Quick Summary
Seeking a career-building opportunity? The OPS - Deputy Manager - Inbound Call Center position is now open for candidates interested in the BPO Jobs sector. This role in Bangalore offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.
