Key Responsibilities :
- Manage and understand the objective of initiatives undertaken, define the scripts for and drive the telemarketer productivity
- Monitor and audit calls to ensure quality service and compliance with applicable policies and best practices.
- Share agent feedback with relevant teams and follow up rigorously to ensure proper closure of query gather - query resolution - partner satisfaction loop
- Min. 5+ years- experience as Customer Service/Satisfaction Manager
- Ability to work creatively in a fast-paced environment
- Proficient with MS Office (MS Excel, MS Word and MS PowerPoint)