- This role requires traveling 2-3 times in a month

Role & responsibilities :

- Responsible for delightful Customer Service. Specifically handling Call Centre Team.

- Set goals for internal Quality team to provide best in class Customer Service.

- Analyse and set the quality parameters and metrics for performance measurement like calls left waiting, calls missed etc. & to ensure high FTR ratios.

- Continuous training and orientation of the Agents

- Liaison with the internal teams for the processes which are run by CC

- Regular MIS and monthly Dashboard maintenance for review with Customer Service Head

- Regular information dissemination for the updates and process changes which are directly or indirectly impacting the calls flow

- Proactive analysis of the queries and requests to ensure the decrease of the repetitive nature

- Be proactive in identifying and resolving the issues faced by the CC team.

- Own and manage other channels of communication with customer regarding queries, requests and complaints including WhatsApp, Customer App, Website, Email

- Drive proactive dissemination of information to the customer at the right points over online channels during their lifecycle to minimize need for contact identify relevant episodes and communication required

Preferred candidate profile :

- Similar domain knowledge of call center operations (BFSI, Automobiles)

- Tracking Data & Performance metrices

- Knowledge about chatbots and diverse service channels

- Staffing Management

- Budget management

- Excellent understanding of technology, software applications, and phone and computer systems

- Advanced customer focus and customer service skills

- Exceptional training and coaching skills to motivate employees

- Ability to remain calm and in control of a situation

- Problem Solver

- Cost Conscious

- Strong Interpersonal skills

- Result orientation with execution excellence

- Determination

- Accuracy

- Integrity

- High energy

- Ready to multitask

- Leadership through sustainability

- Planning & Organizing