Associate Director/Partner - Customer Support/Customer Success - BPO

Role Description :

- Manage day to day call center operations and meet required service level and standards for inbound customer/ partner calls.

- Performance review - manage and track open tickets, lead proper usage of ticketing tool, prepare metrics, ensure closure of tickets in a time-bound manner.

- Track reports on associates/caller performance.

- Develop the team to ensure delivery of a consistently superior customer experience.

- Inbound-call and ticketing management, managing the floor, ownership and problem resolution.

- Coaching and feedback, motivating, training and development of staff.

- Receive target, monitor performance, manage TAT, and update management on the state of progress.

- Conduct surprise checks/audit and ensure compliance.

- Call quality monitoring and ensure correct information passing to customer and partner.

- Ensure proper and correct resolution of in-bound queries.

- Continuous improvement initiatives and other customer/partner query resolution process transformations.

- Reporting on the daily update on in-bound query resolution and ticketing metrics.

- Highlight issues on call center activities whenever required