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Cortex Consultants LLC logo

Lead contact centre ops

0 years

0 Lacs

Chennai Tamil Nadu India

Posted:1 month ago| Platform: Linkedin logo

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Skills Required

cortex zendesk service data analysis dashboard excel mapping optimization communication agile jira confluence scrum strategies reports recruitment consulting

Work Mode

On-site

Job Type

Full Time

Job Description

Cortex is hiring for Lead contact centre operations

Exp level- 8-10 Yrs

Shift Timings:12:30pm -9:30 pm

Chennai(WFO)

What We Are Looking For

Strong Experience with

Zendesk

or similar platformsProficient in customer service data analysisProven Experience leading a teamSkilled in dashboard /report creation (Excel /MS Office )Experience with process mapping and optimizationStrong communication SkillsFamiliarity with agile tools like JIRA or confluence ;scrum and SAFeUnderstanding of contact centre KPIs(FRT,CSAT,AHT , resolution Rate)

Roles And Responsibities

Manage day to day operations of the

contact centre

,supervising agents to ensure KPI’s and SLAs are metHandle escalated complaints and provide effective resolutionsDevelop strategies to enhance productivity , quality and customer satisfactionGather and translate business requirements into reports or system configurationsBild and maintain dashboards , reports and documentations.

Apply soon by clicking ''Easy apply '' option and upload your updated resume to us.

This Job Is Posted By

Aishwarya.K

Business HR - Day recruitment

Ph.no: 91 7358049679

Cortex Consultants LLC (US)

|

Cortex Consulting Pvt Ltd (India)

|

Tcell (Canada)

US

|

India

|

Canada

www.cortexconsultants.com“The secret of getting ahead is getting started.”

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