Operational Delivery  - Leads, inspires and motivates a multi-functional team to deliver world class non-voice customer service  - Helps embed the Non-Voice Customer Service strategy  - Ensures operational delivery is in line with operational and / or contractual obligations   - Manages customer escalations and complaints  - Seeks to continually improve NVOC processes to enhance NVOC performance and utilisation  People Management  - Provides ongoing support, development, empowerment and positive reinforcement to Team Leaders and Advisors.   - Engages with team members treating them as individuals.  - Measures and manages the team to meet performance targets  - Communicates information in a timely, relevant and accurate manner to all team members  - Ensures that all Human Resources policies and procedures are observed  - Provides input and participates in calibration sessions   - Develops performance promises for all Team Leaders and conducts midyear and annual reviews   Customer Experience  - Provides governance and structure to ensure all oral and written communication, including social media platforms, email and webchat consistently demonstrates a professional and friendly tone, maintaining faultless grammar and spelling standards.   - Ensures follow-up action is taken when necessary and keeps the customer informed.  - Ensures knowledge of social media platforms including Facebook and Twitter is up to date.  - Shares knowledge to ensure exceptional customer service.   Reporting & Administration  - Provides relevant internal and external reports as per the business unit requirements  - Analyses business data identifying and highlighting trends to the management team   - Monitors absenteeism and adherence for their business area  - Compiles adhoc reports as and when required   - Analyses operational data and takes relevant action

Mumbai

Lead - Contact Center Operations - Non Voice 

Lead - Contact Center Operations - Non Voice  ,Job Description for Lead - Contact Center Operations - Non Voice  in Confidential in  Mumbai for (10-15) years of experience. Apply Now!

Job Description for Lead - Contact Center Operations - Non Voice  in Confidential in  Mumbai for (10-15) years of experience. Apply Now!