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Job Opening details:-
Company Name :- Asconsoftech
Position Name :- Contact Center Manager
Company Location :- Kolkata, West Bengal
Job Category :- Management jobs
Full Job Description :-
Experience: 5 to 8 years
Job Location: Greater Kolkata Area
Maintain error free level of communication between the customers and the company through team and personal involvement
Have resolutions of all the customer queries, requests and complaints.
Maintain a connection with the agents of the call centre and their training which needs to be imparted for knowledge transfer for all channels.
Frame up training module for agents with canned responses knowing the entire platform of Support.
Fully responsible for all levels of escalations.
Mentoring and monitoring agents for optimal performance of both outbound and inbound processes.
Contact centre agent’s performance analysis.
QA of user interactions.
To include the responsibility of addressing all issues through all communication channels (Calls, E-mail, Platform Chat, WhatApp and other Social Media Channels).
Ensure the maintenance of the defined SLA of Resolution to customers across all channels.
Maintain attrition within limited level of acceptance.
Present the progress on weekly review to the management.
Developing and carrying out training modules and effective training on all new and existing agents with product updates/enhancements.
Maintain ticketing system of tasks for escalation to other departments, and thereby, for a full resolution with customer connect on closures.
Roster and WFM distribution of agent activities for a complete daily work coverage.
Security and risk management.
CSat and DSat analysis.
Should have worked in a call centre environment for at least 5 Years.
Must have been in the leading position in operations with satisfying KPI for at least 3 years.
Proficient in MS-Excel and MS- PowerPoint.
Must have knowledge about manpower rostering in shifts.
Strong relationship building, influencing and consultation skills.
Ability to establish and maintain positive work relationships with peers, management, key stakeholders and clients.
Excellent people management skills.
Ability to lead structured meetings and deliver messages to the management.
Strong analytical problem solving, priority setting, facilitation, and collaboration skills.
Excellent understanding of document control, update processes and tools.
Excellent communication skills both verbal and written.
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