- Reviews customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance. Report and trend performance metrics on a daily/weekly/monthly basis; produces monthly management reports.
- Analyzes qualitative and quantitative data and identifies performance improvement opportunities via Microsoft Pivot tables, cross-tabs or via other tools.
- Coordinates with statisticians for the development of key driver analysis, statistical linkages and calibration between customer satisfaction and other operational metrics such as quality, AHT, etc.

- Facilitates root cause analysis to determine the key drivers behind customer satisfaction performance.

- Facilitates customer satisfaction action planning sessions with Contact Center Operations. Develops recommendations involving operational process changes that are expected to improve customer satisfaction results; solutions require resolution of complex operational issues.

- Facilitate the implementation of performance improvement initiatives in collaboration with Contact Center Operational units; leverages continuous improvement processes.

- Develop updates to reflect the current status of activities; proactively monitors progress against action plans and makes decisions to ensure goals are met; monitors contact center operational performance on goals and objectives; isolates initiative effectiveness on improving customer satisfaction.

- Manage extremely complex activities that have a high impact, broad scope and long implementation time frames.

- Evaluation of Inbound/Outbound interactions  
- Customer Complaint Management 
- Evaluation & Extraction of Customer Insights
- Evaluation of Financial Services Interactions
- Evaluation of Non-Voice Support Departments
- Quality Health Check 
- IVR & Website evaluations
- Conduction of Quality Sessions 
- Analysis and Reporting of Quality Data
- Processes Gap Identification & Alignment 
- Calibration and Alignment
- CFT for different projects

Provide all kind of Telenor Internet-related configurations on devices, resolving customer data connectivity related issues, highlighting & escalating any abnormal trend w.r.t data related complaints to relevant stakeholders

Provide inbound calls support (Info, Service, Complaint) to the customer

To handle customer queries, provide on-call support to provide the vehicle location, informed the customer on fence exit, coordinate with the relevant stakeholder in case of theft or snatch of vehicle, handle the sales leads, etc

My responsibilities were to manage Sub-Contractors accounts, maintain BRS, day to day cash handling etc