Greetings From Visit Health Pvt Ltd,

Job Description

Ø Develop objectives for the call center’s day-to-day activities

Ø Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)

Ø Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)

Ø Hire, coach and provide training to personnel to maintain high customer service standards

Ø Monitor and improve ordering, telephone handling and other procedures

Ø Evaluate performance with key metrics (accuracy, call-waiting time etc.)

Ø Prepare reports for different departments or upper management

Ø Coordinating with different departments, to drive conversions etc

Ø To manage all daily tasks and duties related to the process with strict compliance to guidelines.

Ø Help in creating customer surveys, segmentation & getting feedback to improve our processes and customer experience

Ø Meet the set SLA’s calling SLA’s

Ø Achieve conversion SLA’s

Requirements and skills

Ø Proven experience in call center or similar position

Ø Experience in customer service is required

Ø Knowledge of performance evaluation and customer service metrics

Ø Solid understanding of reporting procedures

Ø Proficient in MS Office and call center equipment/software programs

Ø Outstanding communication and interpersonal skills

Ø Excellent organizational and leadership skills with a problem-solving ability

Ø Positive and patient

Ø High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated

Experience with insurance, e-commerce, sales, or retail would be an advantage