Akshayakalpa - Customer Engagement Manager

Responsibilities:.

Leadership & Strategy:

- Develop and implement customer engagement strategies that align with the company's goals and objectives.

- Lead, mentor, and manage the customer engagement team, fostering a culture of excellence and continuous improvement.

Operations Management:.

- Oversee daily customer service operations, ensuring high-quality service delivery across all channels (phone, email, chat, social media).

- Analyze service metrics and customer feedback to identify trends, areas for improvement, and opportunities for innovation.

- Meet the SLAs and other metrics set as targets as part of management reviews.

Customer Experience Enhancement:

- Develop and implement customer service training programs that emphasize best practices and the use of technology.

- Monitor and assess customer satisfaction through surveys, feedback, and service analytics, take proactive measures to enhance customer experience.

- Lead the development, implementation, and optimization of chatbot technology to improve customer engagement and operational efficiency.

Technology enablement.

- Study various tasks undertaken by the team to evaluate possible automation.

- Work with both internal and external technology teams to build all the tech tools required to automate operations to the maximum possible extent.

- Explore the best practices followed in the market in terms of technology and processes and see how we can - implement it.

Collaboration & Communication:

- Work closely with other departments (e. , Sales, Marketing, Technology, delivery ) to ensure a cohesive approach to customer engagement and support.

- Communicate effectively with stakeholders, providing updates on performance, initiatives, and strategic plans.

- Team Building - Build a team and culture that aligns with Akshayakalpa's Vision, values and culture.

- Hire, retain and train employees.

- Wok with HR team to ensure regular appraisals, feed back and recognition.

- Run various employee engagement activities working closely with HR.

- Build a spirit of collaboration among team members.

- Work on upskilling the team to enable them to take up more value-added roles.