Posted By
Vidhi Shah
Practice Lead - Corporate & Leadership Hiring at Dimensions HRD Consultants
Last Login: 23 April 2024
2432
JOB VIEWS
312
APPLICATIONS
158
RECRUITER ACTIONS
Posted in
BPO
Job Code
525949
MBA with 10+ years of experience.
Your Responsibilities
- You will formulate the long term and short term organizational strategy and business plan
- You will manage diverse operational levels, interacting with management ranks and customers, ensuring superior performance with minimum error rates for better customer experience
- You need to communicate, implement and ensure compliance of regulatory policies and guidelines.
- You will be driving new initiatives on customer centricity through the outsourced contact center set up, putting quality metrics and control MIS in place for continuous monitoring and control.
- You need to coordinate with external/internal agencies for developing customer service training content.
- You will be organizing & moderating brain storming session to arrive at best - Business Continuity Plan
- You will be Spearheading CRM improvement initiatives for better customer relationship management.
- You will work with Operations, IT, Underwriting, Claims and Accounts for designing efficient service cycle.
- You need to ensure the highest service standards are maintained for customer servicing and with minimum TAT
- You will be incorporating new work flows that help/would help reduce resolution TATs and enhance customer experience
- You will be responsible for root cause analysis for customer's pain points and process re-engineering for closures
- You will be responsible for data analytics, trend analysis, reviews and flagging off concern areas to relevant stakeholders
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Posted By
Vidhi Shah
Practice Lead - Corporate & Leadership Hiring at Dimensions HRD Consultants
Last Login: 23 April 2024
2432
JOB VIEWS
312
APPLICATIONS
158
RECRUITER ACTIONS
Posted in
BPO
Job Code
525949