Job Description
What you will do
Daily Operations Monitoring & KPI Management
Supervise daily operations of in‑house or outsourced call centre teams and track and report core operational KPIs, including:
- Call answer rate and abandonment rate
- Average speed of answer (ASA) and average handling time (AHT)
- Work order closure rate and first contact resolution (FCR)
- Customer satisfaction (CSAT) score
Generate daily, weekly and monthly operational performance reports, identify bottlenecks, and implement process improvements to meet requirements.
Service Quality Assurance & Standard Compliance
Conduct regular quality audits through call recording monitoring, customer follow‑up calls and work order review; provide constructive feedback and coaching to customer service representatives; analyse quality trends and identify training needs.
Ensure all customer interactions comply with brand standards, c...
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