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| Job Location | Gurugram |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Recruitment Services |
| Functional Area | Sales / BD |
| EmploymentType | Full-time |
General Manager/ director- Chat Process BPO- Gurgaon Monitoring agent activity / recommend more/ less staff/ hoopsUsing web analytics to analyze the proactive chatReview pro-active effectiveness.Develop more robust auto/ suggested responses for agents.Recommend/ author Knowledgebase content targeted at agentReview surfacing of agent Knowledgebase. As part of self-help systemReview/ implement proactive chat based on customer profile/ issueCompile present analytics/ reporting using embedded RNT (software) toolsReview/ address CSAT surveys/ transcript responsesRecommend performance improvement areasReview 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.,
Keyskills :
sixsigma hulahoop chatprocess webanalytics chat csat less ideal embedded analytics surfacing monit DMAIC BlackBelt ValueStreamMapping GreenBelt erf manceimprovement rep ting ing perf mance collab ation