HR Manager at Purnainfotech
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Customer Support Role - Social Media Vertical - BPO (2-8 yrs)
- Supervise the end to end social media process to ensure timely response and appropriate resolution to the customer complaints.
- Coordinate with internal teams and vendors for closing the issues at the earliest.
- Resolve conflicts between vendors and customers by helping them arrive at a satisfactory conclusion
- Ensuring that the team meets social media quality standards
- Creating weekly attendance rosters and leave plan
- Conducting one on one feedback sessions with the team members on a monthly basis
- Conducting daily team huddles to update the team on process changes and improvement areas
- Auditing a specified number of cases per agent per month, and providing feedback to the agents
- Ad-hoc analysis as per business request
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