Primary Job Responsibilities

· Responsible for operations delivery for the customer service process for the largest

· Key KPIs include Service Levels, NPS/CSAT and Quality Assurance

· People Metrics – Shrinkage and Attrition

· Channel of service – Inbound Voice, Social Media, Chat & Email

· Conducting Performance Reviews and Coaching for team members

· Weekly client interaction

· Quality and Training

· Team management / Performance evaluation

· Process Improvement / Compliance

· Identify and drive continuous improvements and initiatives in process

· Compliance ,Controlling shrinkage & Attrion ,Grooming , Revenue generation , for end to end functioning of the team

Skills/Knowledge/Abilities

Education-Any Graduate

Experience Target-12- 18 years

Specialized Certifications