1. Interact with customers via phone, emails & chats to provide assistance and resolve complaints while ensuring that you;

• carefully listen and understand customer issues,
• Probe and isolate issue causes,
• Utilize available resources to identify appropriate solutions for customers and,
• Ensure customer satisfaction through effective call resolution.

2. To Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives and

• Refer unresolved and pending customer grievances/complaints to the concerned departments for further investigation and follow up to ensure resolution.
3. To remain abreast on all current policies, procedures, promotions, products, and services offered by the company by attending trainings, shift meetings and refreshers sessions.

4. To communicate effectively and efficiently, while handling customers online and display strong and effective customer handling skills by focusing on Courtesy, Tone & Language.

5. To achieve assigned Qualitative & Quantitative targets effectively & proficiently as per defined parameters.

6. Demonstrate commitment towards your own continuous personal development.

7. To follow the company policies and procedures dutifully.

As floor supervisor, motivating and supervising Contact center teams.

● Administering performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.
● Performing quantity & quality checks, develop and review performance reports, identify areas to improve and implement measures to improve performance levels and meet objectives
● Conduct team training sessions on products and services.
● Reviewing contact center statistics to measure team performance and the need for improvement on that.
● Ensuring strict adherence to contact center policies and procedural guidelines.

Training & Development

• Expertise in Product Knowledge and Soft Skills trainings
• Designed and Developed contact center new hire training program
• Developed contact center new hire performance evaluation system
• Trained In-house Trainers
• Conducted trainings on email etiquettes, customer handling, contact center soft skills etc.
• Identifying training needs by analyzing areas of opportunities.
• Planning and managing new hire contact center training.
• Managing trainings which include new hire trainings and trainings based on need analysis.

Quality Assurance

• Developed Inbound, Backend, SAVD (subscriber activation and verification department) & Retention evaluation grids with consent from all stake holders
• Process Creation and Documentation
• Analyzing processes and making improvements
• Monitor, coach and evaluate staff on quality KPIs
• Assuring QoS of Contact Center by monitoring performance and KPI records. Ensuring that all customer queries and complaints are handled as per defined SOPs.
• Perform quality assurance for all customer contact channels i.e. Call Center, FOPs, Telesales and Care Centers.
• Conducted sessions to ensure calibration amongst team members.
• Documentation of Contact Center processes

Workforce Management (WFM) is basically all the activities needed to maintain a productive workforce, including payments and benefits, human resources planning, training and development, time-keeping and attendance, recruitment, performance management, and forecasting and scheduling,
In essence it is about assigning the right employees with the right skills to the right job at the right time to meet demand while optimizing the scheduling of staff.


My Core responsibilities

• Forecasting
• Scheduling
• Reporting Analyst
• Customer Management Excellence (Dashboard, Reports)
• Hiring
• Performance management
• Management presentations
• Rostering
• Spot-checks to ensure no productivity leakage
• Maintaining monthly adherence and schedule required by management.
• Generated and created operational performance reports.
• Produced and prepared schedules for shift bids.
• Coordination with different departments

• Answer phones and responds to customer requests.
• Sell product and place customer orders in computer system.
• Provide customers with product and service information.
• Upsell products and services.
• Transfer customer calls to appropriate staff.
• Identify, research, and resolve customer issues using the computer system.
• Follow-up on customer inquiries not immediately resolved.
• Complete call logs and reports.
• Research billing issues.
• Research misapplied payments.
• Recognize, document and alert the supervisor of trends in customer calls.
• Recommend process improvements.
• Other duties as assigned.