Manager - Customer Experience - FinTech

Qualification: Min Graduate

Location: Andheri

Candidate Should have experience in startups who has hands on setting up call center & processes.

Should have CRM exp.

Key Job Responsibilities:

Execute operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses, defining user requirements, help to establish technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

With help of technology team, design the call center system flows for better customer interaction and voice response systems, and voice networks; design interfaces; develop and execute user acceptance tests plans; plan and control the implementations.

Assessment of call centre technologies like dialer, ticketing systems to integrate with inhouse system

Maintains and improves call center operations by monitoring system performance; identify and resolve problems; prepare and complete action plans; complete system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

Employee management at call service center from recruitment, training, performance monitoring, appraising and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

Prepares call center performance reports by collecting, analyzing, and summarizing data and trends

Maintain professional and technical knowledge by tracking emerging trends in call center operations management; benchmarking state-of-the-art practices

Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Skills:

Customer Focus, Customer Service, Verbal Communication, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence

Interested Candidates please send your updated CV or call on 9819009829|| 022 49705115