Contact Center Operations And Training Consultant.
Current Establishment / Implementation of Contact Center - Customer care division. Identifying scope of work and Planning of Contact Center activities such as Sales, Product Support and Customer care (Queries/Complaints) over Call, Messaging, Chat, Email etc. Creating and implementing Operations SOP. CRM / Calling / Chat / Messaging Solution Configuration and implementation. Devising Customer care Policies and feedback evaluation through survey mechanism. Manpower planning – Identify seats required based on SOW, Hiring, Training, devising Performance evaluation metrics for Customer care division. Creating Knowledge base for Contact center staff and ensuring updates and change management by timely evaluation. Deriving mechanism for regular performance updates and reviews with respective stakeholders through Reports and Dashboards. Creating and delivering training on Customer care, Communication, Soft Skill, Product/Process knowledge, Organisation Policies and Procedure and various other Sales, Customer management, organisation development modules.
