TL -Call Centre Operations

Job Title: TL/AM (Call Center Operations) Job Location: Mumbai Role Type: Contract About the Role Managing Call center operations of the front end and the backend teams Should be well versed with Call Center Training & making Quality processes Monitoring team Performance, Productivity and Qualitative / Quantitative metrics like Service Level, AHT, NPS, Call quality, etc. Responsible for end to end customer contact processes and associated customer experience Responsible to work with CRM teams and bring enhancements to increase upfront resolutions (FTR) Responsible for increase in C-SAT & Propose ways to tech teams to bring automations in the process. Develop partnerships with internal teams / group teams to improve speed of issues resolutions and to recommend product improvements Ability to do qualitative and quantitative analysis into meaningful insights Should be able to solve customer service tickets within TAT Requirements: 5-8 yrs of experience Call Center ops Team Management Process management CRM Proficient in MS office tools - Excel & PPT