Customer Contact Comms Analyst - Voice

Overview

Customer Contact Comms Analyst (Voice) supporting omnichannel customer service production, process training and coaching for advisors and helpdesk agents.

What you'll do

• Support production as per objectives and as required by the process.
• Provide process training for new joiners.
• Provide continuous coaching for advisors on process knowledge and skills.
• Assist helpdesk agents in responding to issues and information requested from end users on a real-time basis.
• Meet daily productivity targets across calls, emails and chats.
• Resolve complex and escalated queries and support team members.
• Maintain expert process knowledge and deliver training and coaching.
• Guide advisors and provide timely feedback and follow-ups.
• Share weekly query review updates and training progress.
• Conduct PKTs and review process documentation.
• Ensure SLA compliance and identify operational quality improvement opportunities.

What you'll need

• Any graduation.
• 3 to 5 years of experience.
• Primary skill: Customer Service (P5).

Details

• Location: Navi Mumbai.