Contact Center Executive

Role Purpose:
Manage customer interactions, handle escalations, and support team performance.

Please copy and paste following link in your browser to complete your application:

https://forms.cloud.microsoft/r/Y8A6Fgd4kW

Key Responsibilities:

• Handle incoming calls with quality
• Manage escalation calls
• Adhere to AHT and SLAs
• Maintain high CSAT
• Support junior associates
• Assist in training
• Ensure compliance
• Handle complaints professionally
• Maintain documentation

Skills:

• Communication & negotiation skills
• Problem-solving ability
• Conflict resolution skills
• Team collaboration

Requirements:

• Call centre experience Atleast 2 years in same field
• Healthcare knowledge
• MS Office proficiency
• Understanding of AHT, CSAT, SL
• Punctual & Should be Flexible

Additional Responsibilities:

• Floor support
• Process improvement
• Quality initiatives

KPIs:

• CSAT
• Escalation resolution
• Call Quality
• SLA adherence
• Team contribution