Director Operations Chate Process In International Bpo

Director Operations Chate Process In International Bpo
Company:

Axmiyan Hr Solutions Private Limited


Director Operations Chate Process In International Bpo

Details of the offer

Job Location will be Mohali but at present candidate needs to work-from HOME till the Current Pandemic-driven crisis gets OVER. EXCELLENT COMMUNICATION SKILLS Presently working as AGM,DGM Technical Chat Process in International BPO OPEN TO RELOCATE Experience - 12-15Years

Immediate Joiner

Need Laptop and wifi connection at Home

JD:-

Monitoring agent activity / recommend more/less staff/hoops

Candidates persently working as either AGM, DGM etc in Chat Process is a Reputed Global BPO

Using web analytics to analyze the proactive chat

Review pro-active effectiveness.
Develop more robust auto/suggested responses for agents.
Recommend/author Knowledgebase content targeted at agent
Review surfacing of agent Knowledgebase. As part of self-help system
Review/implement proactive chat based on customer profile/issue
Compile present analytics/reporting using embedded RNT (software) tools
Review/address CSAT surveys/transcript responses
Recommend performance improvement areas
Review hoops effectiveness and recommend alternative/additional hours and agents.
The ideal candidate should have experience working and optimizing pro-active chat, lean/six sigma experience, analytics experience and drive collaboration across multiple stakeholders.


Source: Timesjobs


Area:

Requirements

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