Responsibilities: * Manage performance & reporting * Lead operations team * Drive attrition reduction * Ensure customer satisfaction (CSAT) * Oversee shrinkage control
Handling a team of inbound customer care executive Shrinkage, attrition of the shift Performance management Call Handling & Call Quality Escalation Calls Handling Floor Management
• Respond to customers inquiries and complaints on social media platforms in a timely and professional manner. • Identify and escalate any urgent issues to the appropriate department or individual within the organization.