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Team Lead at V-Konnect Associates
Views:162 Applications:96 Rec. Actions:Recruiter Actions:6
Head - Escalation & Quality - Bank (12-13 yrs)
- Lead and manage the Centralised Service Assurance and escalation desk (SAED) for the Contact centre including voice and emails channel.
- Define Service levels for closure of repeat cases with partner units.
- Process improvements for reducing repeat ratios.
- Desk to sensitize units pan bank on pendency, TAT issues and other reasons leading to repeat interactions and reduce the same.
- Manage customer follow ups across calls and emails and ensure customer queries are resolved within defined turn around times.
- Meet and exceed escalation SAED committed Service levels.
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