Contact Center Operations-Senior Associate-Bangalore - Bengaluru, Karnataka
1 month ago

Job summary
We work with our global clients to design and implement growth strategies for sustainable competitive advantage. Our thought leadership helps clients turn formidable challenges into market advantage across the value chain and around the globe.Responsibilities
• Contact Center Operations: Call flows, escalation paths, KPIs (AHT, FCR, NPS).• Tech Stack: Salesforce Service Cloud, Genesys,NICE,Alexa Connect IVR/CTI basics.• Omnichannel Experience: Voice ,chat,email,social,bots,and seamless transitions.• Workforce Management & Quality: Forecasting,scheduling,scorecards,and process improvement.Job description
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