Senior Associate - Contact Center Excellence
Skills
About This Role
Overview
- Manage day-to-day contact centre operations ensuring SLA and KPI adherence
- Oversee and coach Team Leaders and agents to drive performance and service quality
- Monitor and improve lead and case management processes within CRM (Salesforce preferred)
- Analyze performance data and generate reports to identify gaps and improvement areas
- Ensure smooth functioning of omnichannel operations (calls, emails, chats, IVR)
- Drive process improvements to enhance efficiency and customer experience
- Handle escalations and ensure timely resolution of customer issues
- Collaborate with internal teams to ensure seamless customer journey
- Support workforce planning and resource allocation during peak volumes
- Maintain data accuracy and reporting integrity within CRM systems
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