Responsible for effectively overseeing Call Center functions. Ensures all customer questions and complaints are resolved in a timely manner.
Completes research and resolves documentation errors or discrepancies on complex customer problems. Ensures Call Center operations further Company strategic plans and are in accordance with established policies and procedures.
Conducts regular meetings to ensure that personnel are well informed of changes in policies and procedures. Discusses areas needing improvement.
Oversees the activities of Call Center Representatives. Assigns, schedules, and coordinates personnel. Directs daily operations.
Identifies, develops, and implements training programs as appropriate. Ensures that Call Center reps are thoroughly trained in all products and services
Formulates and implements employee corrective actions as needed. Should be able to coach, mentor and help all his / her direct reports to be motivated and engaged to grow their career with Genpact.
Assists in interviewing and assigning new personnel as necessary