Responsibilities : - Candidate will be responsible to work on developing and implementing Customer Service -Soft Skills grids for Voice, email and Chat processes for entire Altisource. - Support the complaint root cause analysis to identify what are the reasons for complaints and work with BU's to drive resolutions to meet customer expectations to reduce complaint volume Key Duties &amp; Responsibilities : - Providing support for all Business Units under - Spirit of Service (SOS)- purview - Calibration sessions with the Team Leaders and Managers from different BU's Working on improving the calibration variances between BU's and CEM : - Leading Internal Calibration Calls - Participating in the MBR calls - Regular reporting of SOS performance trends and defect analysis - Random call listening and feedback giving - Review scripts and SOPs (as requested by the BU) - Helping in the creation of the CEM MBR Decks - The Assistant Manager is responsible for creating and implementing guidelines around how the company's processes action on customer complaints data from specific Business Units (BUs) identified as improvement opportunities to co-develop remediation strategies with that BU's subject matter experts (SMEs). - Additional responsibilities include recommendations on improving customer satisfaction, reducing operational risk and increasing operational effectiveness. Job Requirement : - Graduate/Post Graduate with 6+ years of customer service experience - Good oral and written communication skills - Proficient in excel

Mumbai

Altisource - Assistant Manager - Customer Experience 

Altisource - Assistant Manager - Customer Experience  ,Job Description for Altisource - Assistant Manager - Customer Experience  in Altisource in  Mumbai for (6-10) years of experience. Apply Now!

Job Description for Altisource - Assistant Manager - Customer Experience  in Altisource in  Mumbai for (6-10) years of experience. Apply Now!