Contact Center Executive/Sr. Executive

Job Description Call Centre Senior Associate

Job Title: Call Centre Associate/ Executive
Department: Contact Centre Operations

Please Apply Using the following Link:

https://forms.cloud.microsoft/r/Y8A6Fgd4kW

Role Purpose:
Manage customer interactions, handle escalations, and support team performance.

Key Responsibilities:
- Handle incoming calls with quality
- Manage escalation calls
- Adhere to AHT and SLAs
- Maintain high CSAT
- Support junior associates
- Assist in training
- Ensure compliance
- Handle complaints professionally
- Maintain documentation

Skills:
- Communication & negotiation skills
- Problem-solving ability
- Conflict resolution skills
- Team collaboration

Requirements:
- Call center experience

- Atleast 1+ years in same field
- Healthcare knowledge
- MS Office proficiency
- Understanding of AHT, CSAT, SL
- Punctual & Should be Flexible
Additional Responsibilities:
- Floor support
- Process improvement
- Quality initiatives

KPIs:
- CSAT
- Escalation resolution
- Call Quality
- SLA adherence
- Team contribution