Job Description
Position Responsibilities
Operational Excellence
To manage the dayto-day planning, operation and problem-solving of team of 20 tenured FTEs to meet with the required service level components, standards, and sales targets . Ensure escalations and complaints from customers are resolved with urgency and kept at a minimum through regular coaching and feedback to the team.
Ensure all contact center metrics are met as per agreed targets
Compiling reports on team's performance and customer feedback. Communication and being a focal point of dissemination of information from management to team and vice versa.
Work closely with other operational teams on quality and improvement of service
Work with leaders within the organization to influence the focus on customer experience and coaching strategies.
Ensure productivity parameter is maintained for the team daily basis/ Analysis of daily reports on productivity.
Maintain Error tracker and help team to analyze the causes and implement control plans. Mentoring the entire process flow by having huddles with all the leads in regular intervals
Conduct effective resource planning to maximize the productivity of resources
Customer Centricity
Ensure effective controls on EWS penetration and resolution of escalations on a timely basis, Handle customer's supervisor/escalation calls
Eliminating repeated errors, wrong referral and incorrect tagging made by agents working closely with Quality and training team
Driving First Contact Resolution and On Call Resolution
Ensure customer detractor score is maintained below 2%
Partner for Process Simplification Drive Projects - To enhance customer satisfaction and reduce customer driven variability
Enabling Growth
Ensure relevant offers are pitched and Up-sell target is met as per plan
Customer Retention is maintained as per plan
Ensure Fee reversal policy is adhered and 0 revenue leakage
People & Compliance
Manage the Contact Centre team assigned as a line manager in all aspects including training, accolades, promotion, or remedial action plans.
A key initiator of Service improvement programs, both in terms of inception, review, and delivery.
Lead team meetings and other pulse sessions with team members
Manage 2way communication process between team members and the management & HRM
People Management, including all HR related issues, as well as staff development. Operational Management: Managing the floor, adherence to schedule. Responsible for conducting appraisals, confirmations, promotions, and terminations.
Hire, coach, and provide training to employees to maintain high customer service standards
Engage and retain top quartile talent
Measures of Success(Define the Outcomes expected of the role)
100% achievement of KPI's and SLA's.
100% adherence to floor hygiene metrics by self and team.
100% adherence to S&L policies by self and team.
Timely publication of daily, Weekly, and monthly reports.
Effective coaching of team resulting in constant improvement in team and process performance.
Skills Sets Required
Excellent communication, interpersonal skills with evidence of teamwork and collaboration
- Linguistic proficiency in English and an additional language basis of the location handled.
- Computer skills (MS Office) especially MS-Excel and MS-PowerPoint.
Ability to work under pressure, strict deadlines and efficient in multi-tasking
- Data management and analytical skills.
- Ability to work with multiple levels of management internally and with customers (or clients).
Must have Qualification
Graduation from recognized University
Prior customer service experience is mandatory with experience in an inbound/outbound voice process.
Prior experience in handling teams would be an advantage.
Should be flexible to work in rotational shifts and rotational scheduled offs.
Total Experience
A minimum work experience of 7-10 years.
Relevant Experience In a Field
A minimum experience of 5-6 years in an inbound/outbound voice/non-voice process in customer service. Knowledge of dialer would be an added advantage.
Preferred Industry(If Any)
Experience can be in a domestic or international voice process for a financial or telecom product .Experience in credit card industry would be an added advantage.
