Key Responsibilities:

? Monitor Call centre performance, Queue management.
? Supervise the on-floor escalation call management process.
? Participate in coaching, reviews, call quality auditing and training assessments.
? Preparation of plans related to call centre production floor and vendor management.
? Monitor quality of call centre performance, interactions
? Analysis of calls handled by agents to ensure quality standards is met.
? Capture and report call quality issues and feedback on CSE performance and closure of quality issues