Manager/Assistant Manager - Customer Experience - BFSI

Key highlights of the role:

- Designing and delivering training programs for contact center agents.

- Preparing reports and analyzing data to assist management as they determine contact center goals.

- Evaluation Agent Performance and provide feedback to improve agent skills. Provide learning / coaching and taking corrective action, if necessary.

- Observing the daily operations of contact center employees, identify operational issues and identifying / suggesting possible areas of improvement.

- Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.

- Working with other supervisors and management team members to support agents and maximize customer satisfaction.

- Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products. Answering agent questions regarding best practices or difficult calls.

- Preparing procedures and policies regarding sales techniques and appropriate agent conduct with contact center objectives, performance standards and policies.

- Scheduling and conducting training sessions on various call center topics to prepare and support new employees.

- Training experienced employees on new or updated call center procedures to improve their performance.

- Liaising with team leaders and managers to conduct on-the-job coaching.

Applicants should possess the following attributes:

- Excellent knowledge of sales techniques and customer service best practices, problem solving, leadership, and customer service skills.

- Proficiency with technology, especially computers, software applications, and phone systems.

- Strong teaching abilities and mentoring skills. Analytical, efficient, and thorough.

- Good verbal & written communication, interpersonal, and conflict resolution skills.

- Ability to coach, train, and motivate employees and evaluate their performance.

- Experience / knowledge of BOBCARD's products & processes will be an added advantage.

- Data Analysis & Quality Assurance.