1 Performance Monitoring jobs in Pakistan
Performance Monitoring
Punjab, Punjab
Translation Empire
Posted 13 days ago
Job Viewed
Job Description
JOB DESCRIPTION
- Conduct contact center performance analysis and create detailed action plans for performance improvement.
- Review and resolve all incoming escalations from appropriate channels promptly.
- Listen to (and view) customer calls, chats, and other communications; evaluate consumer data to measure agent service skills and policy adherence.
- Provide continuous process improvement recommendations to call center leadership.
- Contribute to training curriculum development for call center team members involved in specific projects.
- Develop resource materials, online reference materials, process guides, and assessments to support staff development.
- Respond to internal inquiries regarding customer call handling or service support for specific product lines.
- Research escalated calls provided by internal leadership, customers, and clients.
- Prepare reports and other documentation as needed.
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