Senior Associate Call Center

Job description

Job Description Call Centre Senior Associate Job Title: Senior Call Centre Associate Department: Contact Centre Operations Rotational Week Off Rotational Shift 6 Days working 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 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