Manager - Call Center & Channel- Mumbai
2 months ago
Job Description:
o Responsible for the quality, performance, efficiency, and training of the call centre team.
o Set goals and provide the enablers to achieve the goals
o Analyse and set the quality parameters and metrics for performance measurement like calls left waiting, calls missed etc. & to ensure high FTR ratios.
o Continuous training and orientation of the Agents
o Liaison with the internal teams for the processes which are run by CC
o Regular MIS and monthly Dashboard maintenance for review with Customer Service Head
o Regular information dissemination for the updates and process changes which are directly or indirectly impacting the calls flow
o Proactive analysis of the queries and requests to ensure the decrease of the repetitive nature
o Be proactive in identifying and resolving the issues faced by the CC team.
o Own and manage other channels of communication with customer regarding queries, requests and complaints – including WhatsApp, Customer App, Website, Email
o 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
Key Skills :
Customer Service
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