<ul><li>Supervise and coordinate daily activities of call centre agents to ensure smooth operations.</li><li>Monitor call queues and agent performance metrics (such as call abandonment rate, average handling time, etc.) to achieve service level targets.</li><li>Handle escalated customer inquiries or complaints promptly and professionally.</li><li>Resolve complex customer issues or concerns that require intervention beyond agent authority.</li><li>Conduct quality monitoring and evaluation of calls to ensure adherence to scripts, policies, and quality standards.</li><li>Provide feedback and coaching to call centre agents to improve performance and customer interaction.</li><li>Prepare daily, weekly, and monthly reports on call centre performance metrics.</li><li>Analyze trends and identify areas for improvement in call handling processes or customer service strategies.</li></ul>

Executive/Sr. Executive-Call Centre