Manager - Customer Service - Resolution

ROLE PURPOSE

- The position is responsible for handling customer interaction: Requests & enquiries for the consumer & enterprise customers.

- It is also responsible for handling the outsourced Prepaid & bill admin process

- Focus on reduction in influx, save on cost & reduce manpower..

ESSENCE OF ROLE- Key Accountabilities

1 Reduction in influx

Responsible for reduction of influx through process changes & automation.

2 Quality

Monitor quality through TNPS & Service recovery and repeat interactions.

3 Manage request & complaints TAT's for consumer & enterprise customers

To ensure all requests received are processed within TAT and with the desired quality.

4 Vendor Management

Ensure activities across all processes are done within the defined vendor SLA's..

5 People survey: management & engagement index Manage the team engagement and manager index scores

6 Cost effectiveness & manpower rationalization

Provide options to save on cost & reduce manpower through better processes.

ROLE DIMENSIONS

FINANCIAL (Limits/Mandates Etc.)

NON FINANCIAL

TYPICAL OUTPUTS

- Request TAT- s: 98%

- Complaints TAT- s: 95%

- C-SAT scores: 95% for complaints & 98% for request

- Repeat complaints: - 1.2%

- Process improvement: 2 per month

- People survey: - 80%

- Manpower rationalization:

PERSONAL SPECIFICATIONS

- Analytical skills

- Interdepartmental communication skills

- Prompt decision making skills

- Team management skills

- Motivational skills

Would prefer female candidates.

Salary range : 8 - 12 LPA