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Gurgaon

    General Manager/director- Chat Process BPO - Gurgaon, India - timesjobs

    timesjobs
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    Full time
    Description
    Monitoring agent activity / recommend more/less staff/hoops

    Using web analytics to analyze the proactive chat

    Review pro-active effectiveness.

    Develop more robust auto/suggested responses for agents.

    Recommend/author Knowledgebase content targeted at agent

    Review surfacing of agent Knowledgebase. As part of self-help system

    Review/implement proactive chat based on customer profile/issue

    Compile present analytics/reporting using embedded RNT (software) tools

    Review/address CSAT surveys/transcript responses

    Recommend performance improvement areas

    Review hoops effectiveness and recommend alternative/additional hours and agents.


    The ideal candidate should have experience working and optimizing pro-active chat, lean/six sigma experience, analytics experience and drive collaboration across multiple stakeholders.


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