Lead contact centre ops

Cortex is hiring for Lead contact centre operations

Exp level- 8-10 Yrs

Shift Timings : 12 : 30pm -9 : 30 pm

Chennai(WFO)

What we are looking for :

Strong Experience with Zendesk or similar platforms

Proficient in customer service data analysis

Proven Experience leading a team

Skilled in dashboard / report creation (Excel / MS Office )

Experience with process mapping and optimization

Strong communication Skills

Familiarity with agile tools like JIRA or confluence ;scrum and SAFe

Understanding of contact centre KPIs(FRT,CSAT,AHT , resolution Rate)

Roles and responsibities :

Manage day to day operations of the contact centre ,supervising agents to ensure KPI s and SLAs are met

Handle escalated complaints and provide effective resolutions

Develop strategies to enhance productivity , quality and customer satisfaction

Gather and translate business requirements into reports or system configurations

Bild and maintain dashboards , reports and documentations.

Apply soon by clicking ''Easy apply '' option and upload your updated resume to us.

This job is posted by :

Aishwarya.K

Business HR - Day recruitment

Ph.no : 91 7358049679

Cortex Consultants LLC (US)

Cortex Consulting Pvt Ltd (India)

Tcell (Canada)

India

Canada

www.cortexconsultants.com

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