General Manager/director- Chat Process BPO- Gurgaon
- POSTED BY: Admin
- VALID UPTO: 2018-09-22
- CATEGORY: HR
Monitoring agent activity / recommend more/less staff/hoops
•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.
Pls contact Abhranshu at 958491 7778 for more details