• Participates in customer and client listening programs to identify customer needs and expectations.
• Monitor the effectiveness and quality of incoming calls and emails.
• Determine weaknesses in performance and establish solutions to improve.
• Ensure compliance with company's quality systems.
• Identify process improvement opportunities.
• Generate and maintain feedback and coaching documentation. Provides feedback to call center team leaders and managers.
• Offer daily feedback via verbal & written communication.
• Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of call center.
• Ability to communicate with discretion and professionalism, understanding when confidentiality is needed.

• Bachelors Degree in Education, Human Resources or relevant field.

• Work experience as a call center customer care experience, preferably in a technical environment or similar role
• Strong attention to detail, exceptional listening and analytical skills.
• Excellent communication skills both written and verbal required.
• Excellent organizational skills and ability to handle multiple tasks under deadlines.
• Strong knowledge of customer care processes and techniques.
• Demonstrated ability to work well in a team environment.

Apply Instruction:

Intersted candidates meeting mentioned criteria are requested to send their CV at recruitment@kantipurmanagement.com  by mentioning position applied.