Description
Position Summary
Role and Responsibilities
Track and analyze key performance indicators (KPIs) such as call volume, SL, CAR, AHT, etc.
- Implement and enforce company policies and procedures.
- Monitor calls for quality assurance and provide constructive feedback.
- Review NPS Detractors and work with various departments for improvement plans
- Develop strategies to improve performance metrics and efficiency
Skills and Qualifications
Develops professional expertise by complying with company policies and procedures
- Works on problems of moderate scope where analyzing situations or data requires a review on various factors
- Exercises judgment within defined procedures and practices to determine appropriate action
- Normally receives general instructions on routine work with detailed instructions on new projects or assignments
- Efficient with Excel and PPT
- Generally requires a bachelor's degree with a minimum 2 years related experience, or advanced degree without experience