Director Operations Chate Process In International Bpo

Director Operations Chate Process In International Bpo

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


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



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