Customer Service- Retention

4 weeks ago

Mumbai, India Vois Full time

Job Description

Job Purpose - Responsible for delivery of Business KPIs with the help of resources deployed by outsourced partners

Key Result Areas/Accountabilities

- Effective deployment of human resources approved for each process on campaigns
- Effective deployment of Dialer strategy to ensure optimal business outcomes
- Ensure excellent customer experience at the OBCC centers.
- Provide necessary insights and corrective actions to enhance campaign effectiveness
- Work with Key stake holders including partners, Corporate verticals and cluster teams
- Monitor Capacity Planning and Execution at the site along with spends
- Deliver Business KPIs including: retention targets, Revenue enhancement, plan upgrades etc.

Core- Competencies, Knowledge,Experience

- Good understanding about Post-paid & prepaid processes
- Understanding about OBCC operations, Partner Management
- Ability to deliver through inter personal skills, people management
- Strong Execution Skills & Communication skills
- Sales experience is an added advantage

Must have technical / professional qualifications

- Graduate/Post Graduate/ MBA with 7-10 years of experience in various customer service roles , preferably Front end facing roles
- Knowledge of various systems, process and reporting tools
- Good analytical abilities

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