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
The secret of getting ahead is getting started.
Lead • Chennai, TN, India