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Skills
Microsoft office
Problem Solving
Written & Verbal Communication
Analytical Skill
About
Led daily contact center operations and managed team performance to meet service targets.
Monitored KPIs (SLA, AHT, QA, CSAT) and conducted real-time supervision across voice, live chat, and email channels.
Provided coaching, feedback, and performance support to improve agent productivity and quality.
Managed agent scheduling and workload distribution based on operational needs.
Handled escalated customer cases and coordinated with internal teams for resolution.
Analyzed performance reports and initiated process improvements to enhance service efficiency and customer satisfaction.
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