- Analyse and priorities the day's activity and take stock of the queue

- Evaluate the fixes, create SoPs for faster resolution

- Ensure the Quality is adhered to in communication, both internal and external.

- Recommend changes based on the behaviour

- Proactive monitoring of the queues to ensure timely communication is sent and expectations are set

- Meet Customer satisfaction targets and TATs

- Engage with Sales and CS team to identify improvements in process

- Training of the team to better handle the load

- Conduct research and put performance measures in place for the purpose of continually monitoring the customer support performance processes

- Create reports and strategic recommendations from various customer support research and analysis

What you need to work with us:

- Experience with BFSI customer support role with vast experience in customer service research and analytical techniques

- Proven and successful experience in driving positive change and influencing enhanced performance in a customer support team

- Proven and successful experience mapping consumer journeys and creating customer support strategies

- Demonstrate a keen understanding of financial metrics inclusive of cost management, budget setting, call forecasting, and revenue generation

- Possess strong skills in data management, analysis, and processing, having an ability to translate raw consumer support data and information into actionable solutions and strategies

- Perseverance to manage multiple clients and products

- Multi-task between being hands-on and a proven leader

- Interpersonal skills to develop and nurture client relationships, teams and clear communication

- References across reputed clients and partners

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.