Posted By
Tanvi Tushar
Talent Acquisition Specialist at Workbeats Solutions Private Limited
Last Login: 05 May 2023
Posted in
BPO
Job Code
1229611
Chat Business Head - Banking/Insurance
- Responsible to manage the Team & Team leaders comprising of Bank officers who respond to customer's chat.
- To ensure all officers in the team deliver results with assigned productivity targets and quality to achieve the overall objective of Customer satisfaction.
- To effectively manage the team through motivation skills and interpersonal skills, to achieve the common objective of Customer satisfaction.
- To effectively guide and coach the team to help them achieve all performance parameters, there by achieving the overall goals of the unit.
- Define and execute strategy to optimize online chat experience, deliver results, and oversee overall channel success
- Manage the strategic evolution of our online chat program as well as identify and drive the use of other emerging online customer engagement tools
- Develop and implement methods and activities to increase customer experience, overall satisfaction, and retention
- Create personalized experiences for customers engaging via chat or online contact methods
- Use data and opportunity-identification methodology to help prioritize the work needed
- Be an authority to grow the inventory of high impact chatbot conversation flows
- Assist with the development of the bot operations roadmap and strive to meet quarterly targets
- Ideate and create customer journeys through self-service experiences like bot messages, and product builds, measure and improve our deflection rate
- Engage with cross-functional teams such as IT, Product, Marketing etc, when needed to understand the details of their business needs
- Stay current on industry trends, provide recommendations for improvement, and implementation, and adapt team operations to remain innovative
- Foster a culture of continuous improvement
- Provide team and leadership feedback on regular basis.
- Conduct Appraisal discussions.
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Posted By
Tanvi Tushar
Talent Acquisition Specialist at Workbeats Solutions Private Limited
Last Login: 05 May 2023
Posted in
BPO
Job Code
1229611