7 - 8 years
10 - 13 Lacs
Posted:14 hours ago|
Platform:
Work from Office
Full Time
1. Lead the daily operations of the EMS call centre, ensuring SLA compliance, high answer-level benchmarks, and zero escalations.
2. Utilize ERP/CRM systems to track calls, generate real-time reports, and ensure operational transparency.
3. Monitor and analyze KPIs of agents through dashboards, ensuring alignment with productivity and quality standards.
4. Implement analytics-driven forecasting for rosters, staffing, and workload management.
5. Drive improvements in call quality, CSAT scores, and response times using data insights.
6. Mentor and motivate the call centre team through continuous performance feedback and skill-building initiatives.
7. Provide management with analytical reports on trends, SLA adherence, and operational improvements.
Apollo Hospitals
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