Duties and responsibilities
I. PEOPLE MANAGEMENT
Recruitment Achieve numbers, quality and timelines for hiring of Call Centre Executives.
Initial training Ensure new hires are adequately trained in all aspects (domain, process and soft skills) and equipped in servicing customer requests. This in
Performance Management Own the Performance management of the team through clear KRAs and Monthly appraisals
II. PROCESS MANAGEMENT
Real Time Management Overall responsible for the Real Time management/Delivery of Service levels.
Process Manuals Overall ownership of maintenance and updation of Process Manuals/SOPs
Service Levels Achieve Process Service Levels targets
Manpower/Resource planning Forecast volumes and determine/plan requisite resources towards meeting the same, while achieving Service levels.
Weekly/Monthly Centre performance review
Escalation point for the Centre
Efficiency Run Projects for improving overall efficiency of the process
III. QUALITY DELIVERY
Customer Experience Own the Customer Experience through the Call Centre interaction and strive towards Continuous improvement
FCR Build team and processes towards achieving FCR.
Quality Own the Quality of delivery of the Call Centre including customer interaction and service request processing as per processes laid down.
Process Audit Ensure regular process audit and improvements thereon.
8+ years of experience across Customer Service Operations in a Call Centre environment