Basic Information
Job Description
- To be responsible for overall performance of ISP contact center support unit
- Develop and maintain strong monitoring and reporting systems to effectively evaluate KPI
- Coordination between the inter department team for issue resolution
- Develop and maintain diagnostic and troubleshooting mechanism to escalation issues according to structured protocol
- Involve in standard documentation, training and active resolution process based on category of issues
- Perform other duties as assigned by leadership
Job Requirements
- Bachelor’s/ Master’s in IT/ Management with 2-3 years working experience in ISP Customer Service/ Customer Support
- Strong analytical and reporting skills
- Should have knowledge on contact center operation
- Must be able to train, coach and develop team
- Proficiency in Excel, Power Point MS Office
- Candidates should be good at multi-tasking and pleasant personality
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