Chief Manager - BPO Service

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