Posted 2 months ago
Performance Monitoring
RawalpindiOn-siteFull-time
AI Summary
Reviews contact center interactions and performance metrics, identifies improvement actions, and develops training resources to enhance agent service quality and policy adherence.
About this role
- Conducts contact center performance analysis and create detailed action plans on where to improve performance.
- Review and resolve all incoming escalations from appropriate escalation channels in a timely manner
- Responsible for listening (and viewing) to customer calls, chats and other communications, and evaluating consumer data to measure agent service skills & policy adherence.
- Responsible for providing continuous process improvement recommendations to call center leadership
- Provides input to appropriate resource as it relates to training curriculum designed to develop assigned call center team members within a specific project.
- Develop corresponding resource materials, on-line reference materials, process guides, and comprehension assessments to aid in the development of assigned personnel.
- Responds to internal inquiries related to customer call handling or service support of specific product lines.
- Conducts research on escalated calls provided by internal call center leadership, customer, and client.
- Prepares reports and other reference
Skills
Call Listening And EvaluationContact Center OperationsCustomer CommunicationsEscalation ManagementPerformance MonitoringProcess ImprovementQuality AssuranceTraining Curriculum Development
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