TL -Call Centre Operations
MumbaiContract5–8 yrsPosted 2 weeks ago
Senior customer support contract role at PayU India in Mumbai. Needs 5–8 years.
About the role
Responsible for end to end customer contact processes and associated customer experience Responsible to work with CRM teams and bring enhancements to increase upfront resolutions (FTR) Responsible for increase in C-SAT & Propose ways to tech teams to bring automations in the process. Develop partnerships with internal teams / group teams to improve speed of issues resolutions and to recommend product improvements
What you'll do
- Managing Call center operations of the front end and the backend teams
- Monitoring team Performance, Productivity and Qualitative / Quantitative metrics like Service Level, AHT, NPS, Call quality, etc
- Responsible for end to end customer contact processes and associated customer experience
- Responsible to work with CRM teams and bring enhancements to increase upfront resolutions (FTR)
- Responsible for increase in C-SAT & Propose ways to tech teams to bring automations in the process
What you need
- CRM
- MS Office
- PowerPoint
- Customer service