Job Description

Job Description

Role: Unit Manager and/or Asst. Unit Manager (Voice)

Customer Service (CS)

Customer Support Management – Telecom Industry

Responsibility

  • Lead and manage a team of voice process agents in a telecom environment
  • Manage shift schedules, login adherence, breaks, and shrinkage
  • Manage performance of the team. Monitor daily operations to ensure adherence to KPIs like AHT, CSAT, NPS, and SLA compliance. Analyze performance data using tools like MS Excel and CRM platforms
  • Quality check of all Client specified reports generated during the shift
  • Recording agent wise error sheet for monitoring of performance
  • Carry out Call monitoring/Quality check exercises
  • Preparation, accuracy and timeliness of all Client specified reports
  • Ensure availability of latest knowledge on Products across the Team<...

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