General Manager/director- Chat Process BPO- Gurgaon
AxmiYaN HR
1d ago

Monitoring agent activity / recommend more / less staff / hoops

  • Using web analytics to analyze the proactive chat
  • Review pro-active effectiveness.
  • Develop more robust auto / suggested responses for agents.
  • Recommend / author Knowledgebase content targeted at agent
  • Review surfacing of agent Knowledgebase. As part of self-help system
  • Review / implement proactive chat based on customer profile / issue
  • Compile present analytics / reporting using embedded RNT (software) tools
  • Review / address CSAT surveys / transcript responses
  • Recommend performance improvement areas
  • Review hoops effectiveness and recommend alternative / additional hours and agents.
  • The ideal candidate should have experience working and optimizing pro-active chat, lean / six sigma experience, analytics experience and drive collaboration across multiple stakeholders.

    Pls contact Abhranshu at 958491 7778 for more details

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