Opening for Deputy Manager (Customer Service- Web Chat Process) Leading MNC in Kochi Profile- Deputy Manager (Customer Service) Exp- 3-5 Years inInternational Call Centre CTC- 8 L Notice Period- Immediate-30 Days Roles & Responsibilities Ensure that all employees adhere to the company policies and regulations Collect data and statistics at regular intervals (daily weekly, monthly), analyze them to improve performance Conduct review meetings with the TL / ATL on a daily / weekly basis to improve the performance Ensure that all the resources are used to produce optimal results Demonstrate strong knowledge of performance evaluation techniques, SLA / KPI & Quality metrics Perform assigned duties of as per the business requirement to deliver business targets and objectives creating a performance orientated culture Support Team Leaders as an escalation point liaising directly with customers as and when required in ensuring service quality isnt compromised. Anticipate operational issues with...