Roles and responsibilities:
- Manage a team of 20 Relationship Managers and team leaders
- Assist us in creating a team from the ground up, including establishing the appropriate workflow, processes, and policies.
- Drive team to achieve process SLAs / metrics - productivity and quality targets
- Handle metrics like - NPS, Call Quality, AHT, CSAT, Productivity etc.
- Monitor daily process level activities to ensure policies and procedures are being followed
- Ensure the team have the resources, information and process knowledge to deliver the effective service to our customers
- Conduct weekly/monthly feedback sessions with team members and present qualitative and quantitative data on their performance
- Identify process and product improvement related opportunities and drive them till execution
- Collaborate with other teams within the organization to ensure smooth operations
- Perform call audits on day to day basis and share the outcome with the team members
- Drive our most sensitive and complex escalations to resolution
- Take initiatives to deliver on any other duties as assigned from time to time by reporting manager/Management.
Required skills:
- 5+ years of experience in customer experience industry, and 1 years of experience in handling people managers
- Excellent Problem Solving & Analytical Skills
- Passion for creating a world-class support experience for learners
- Ability to work under pressure/fast-paced environment
- Knowledge of MS Office and CRM/Telephony tools
- Flexible to work in Rotational shifts/WOFFs
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