The Role encompasses of taking escalation calls, working on emails in the escalated queue. Identify top trends for escalation and conduct a training need analysis for the counsellor for refresher trainings.
Duties & Responsibilities
Handle escalation calls and work on emails in the escalated queue.
Analyse the data to understand top drivers for escalations.
Categorize the data basis controllable/ non-controllable opportunities, by agent, by tenure, by drive, by program
Create tangible and measurable action plans for improvements basis the identified opportunities.
Monitor calls and provide timely feedback for continuous improvements
Minimum of 2 to 3 years of work experience in customer service environment and should understand customer mind-set.
Skills & Abilities
Excellent verbal, written and interpersonal communication
Strong attention to detail
Ability to multitask
Integrity, professionalism, strong work ethic and organizational skills
Ability to work at a fast pace with minimal supervision
Adaptability and willingness to learn and improve in all aspects