Manager - CSAT - BFS/BPO/ITeS

Role Purpose

To manage the day-to-day planning, operation and problem-solving of team of 4 tenured FTEs to meet with the required target and RCA require under CSAT.

Role Accountability

1. Ensure all CSAT metrics are met as per agreed targets for the business

2. Work closely with other functions across organization on quality and improvement of CSAT

3. Ensure reason for DSAT increase under any channel to be highlighted to respective function and kept regular coaching and feedback to the team.

4. Work with leaders within the organization to influence the focus on customer experience and coaching strategies.

5. Ensure productivity parameter is maintained for the team on a daily basis.

6. Conduct effective resource planning to maximize the productivity of resources

7. Customer Centricity

8. Eliminating DSAT reasons by working closely with team and basis customer's DSAT reasons shared

9. Create change agents who have the foundational knowledge for building a customer-centric enterprise

10. Drive service recovery

11. People & Compliance

12. Manage the team assigned as a line manager in all aspects including training, accolades, promotion, or remedial action plans.

13. Lead team meetings and sessions with team members

14. Manage 2-way communication process between team members and the management & HRM

15. People Management, including all HR related issues, as well as staff development. Operational Management: Managing the floor, adherence to schedule. Responsible for conducting appraisals, confirmations, promotions and terminations.

16. Engage and retain top quartile talent

Measures of Success

1. Maintaining CSAT metrics as per Defined targets

2. Reduction in DSAT % under all channels basis given targets

3. Ensure closure of all assigned allocation by team as per agreed timelines

4. Maintaining team accuracy as per defined target

5. Timely publication of daily, weekly and monthly reports.

6. Effective coaching of team resulting in constant improvement in team and process performance.

Technical Skills / Experience / Certifications

1. Excellent communication, interpersonal skills with evidence of teamwork and collaboration

2. Computer skills (MS Office) especially MS-Excel and MS-PowerPoint.

3. Ability to work under pressure, strict deadlines and efficient in multi-tasking

4. Data management and analytical skills.

5. COPC certified

6. Ability to work with multiple levels of management internally and with customers (or clients).