Job Purpose Statement: To supervise daily operations and personnel aiming for maximum customer support while ensuring efficiency and cost-effectiveness.
- To ensure that quality of resolution to be maintained while handling the call centre operations.
Duties & 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
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