At eClerx, I supervise and support a team of 15+ associates in telecom customer operations and chat-based customer engagement. I track KPIs including NPS, GSR, sales conversion, AHT, quality, and productivity.
I coach associates, review performance, and create action plans to address gaps. I also monitor attendance, adherence, and compliance, and support the resolution of customer escalations.
Earlier, as a Senior Analyst / Subject Matter Expert (SME), I handled customer interactions in a US telecom chat support environment and supported associates with process queries and complex issues. I also supported the launch of the supervisor escalation process and contributed to chat process launch activities.
