Find out system glitches/malfunction
Daily/Weekly/Monthly reports regarding system malpractice
Call Center agents Login/Logout, Busy/Un-Busy analysis
Fake Sales analysis (Non-Commercial packages, without call sales, Packages activation before expiry, Package activation before call)
RCM of Short Duration Calls/Blank Call Reasons
Live Call Monitoring

Responsible for the team to achieve all targets/expectations/KPI’s set by Management. Take accurate measures to meet assigned targets and tasks.
Responsible for achieving high customer satisfaction through high quality service delivery by ensuring First Call Resolution. Take accurate measures against feedback from customers. Ensure complaints are handled within the given time frame.
Explain team their objectives and contribute to manage team objectives through team work. Maintain high motivational level and moral of the team by regular team meetings and motivational exercises. Develop a culture with the team, aligned with the overall culture of the Customer Services and Organization.
Ensure all queries/ complaints generated by the team are followed up and are resolved in the assigned Turn Around Time.
Ensure high competency & skills level of the staff. Organize team to deliver the right solution at the right time, in the right way with the right quality nurture customer relations and uncover opportunities for additional customer support.

Provide the highest quality of service to customers over the phone with a positive attitude within the defined SOPs of the company.
Keep abreast with the latest information w.r.t the products, policies and procedures of the company in order to handle customer queries and complaints effectively and efficiently.
Actively work towards the achievement of daily quantitative targets.
Coordinate and follow-up with multiple stake holders for the resolution of customer’s problems.
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.