Contact Center Executive

Job description

Role Purpose: Manage customer interactions, handle escalations, and support team performance. Please copy and paste following link in your browser to complete your application: **https://forms.cloud.microsoft/r/Y8A6Fgd4kW** 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 centre experience Atleast 2 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