1. Customer and Daily Transaction Related
Manages daily performance to ensure that all CSAs, Team Leads, and Assistant Manager are providing an above-average level
Meets/exceeds service and quality levels as assigned by Management/Client
Manage customer escalations within permissible TAT
Coordinating with the client on process-related issues and updates
Uphold Our Client/Company virtues
Determines operational strategies for call center by conducting needs assessments, performance reviews with teams and clients
Daily / weekly meeting with the manager and team members to understand the performance/issues
Ensure meet all desire KPIs
Manage and improve call center performance through performance monitoring, problem resolution, system audits, and quality assurance measures
Conduct performance reviews assess needs and other operational strategy assessments
Summarize, analyze call center trends and data for regular performance reports
Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
2. Financials related :
a. Ensure profitability of the process
b. Preparation of budget and process manpower count
Cogent E Services Pvt LtdFounded in June 2004, the Cogent family had its humble beginning from a rented space at Ghaziabad. Driven by the vision to be the most trusted and admired outsourced services provider in India, the tradition of continuously striving to think inventively and do original wor...