Location
rawalpindi cantonment
Job Type
Full-time
Posted
June 21, 2026
Job Description
JOB DESCRIPTION
- Conduct contact center performance analysis and create detailed action plans for performance improvement.
- Review and resolve all incoming escalations from appropriate channels promptly.
- Listen to (and view) customer calls, chats, and other communications; evaluate consumer data to measure agent service skills and policy adherence.
- Provide continuous process improvement recommendations to call center leadership.
- Contribute to training curriculum development for call center team members involved in specific projects.
- Develop resource materials, online reference materials, process guides, and assessments to support staff development.
- Respond to internal inquiries regarding customer call handling or service support for specific product lines.
- Research escalated calls provided by internal leadership, customers, and clients.
- Prepare reports and other documentation as neede...