1. Service Delivery & Management
a. Defining SLAs for various processes in tandem with the business team , primarily Product , Technology and Marketing
b. Plan, develop and implement strategic and operational workforce plans
c. Integrate the Forecasting process-Call Center scheduling, Operations and Recruitment
d. Supervising end-to-end activities connected with the processes to ensure optimal efficiency
e. Attending customer issues and concerns and resolving them after considering the complexity involved
f. Identifying improvement areas & implementing measures to maximise customer satisfaction levels.
g. Taking escalations for resolving critical issues; ensuring CTQ Delivery & Business Continuity.
h. Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels
i. Handling of escalated calls and appraising the team members on their performance.
j. Formulating and implementing Disaster Recovery Planning (DRP) and corresponding measures
k. Responsible for team delivery for Complaint Resolution, First Time Resolution, Service request Creation & Resolution
2. Reporting and Business Feedback - Voice of Customers
a. Ensuring CRM/MIS Quality
b. Identification of gaps and taking preventive steps to minimize the adverse impact
c. Gather market and customer information and providing feedback on future trends, to support sales campaigns
d. To monitor and report on key metrics, in order to highlight performance and drive ongoing improvements to service levels and customer satisfaction. This will include Quality Monitoring, Real time Queue Monitoring/Schedule Adherence
e. Ensure daily / weekly monitoring of critical reports impacting SLA.
f. Sending reports to the top management and maintaining the agreed SLA & thereby focusing on maximizing Customer Experience while optimizing costs.
3. Process Governance & Compliance
a. Conceiving / implementing short and long term plans for attainment of process objectives.
b. Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
c. Creating & implementing workflows to facilitate structured support in all areas and issues. Overseeing process improvement initiatives through system changes, process re alignment / redefining & efficiency management
d. Execute Business Process to ensure there is no revenue loss and Consistency of customer experience at retail outlets.
e. Transitioning new processes -- Ensuring processes are transitioned successfully with right assumptions on Productivity and Quality
f. Managing and ensuring business Compliance
g. To ensure teams are compliant with internal and external policies, procedures and regulations ensuring quality checking processes are in place and adhered as per Business Standards
4. People Management & Capability Building
a. Emphasizing on customer satisfaction as the prime focus.
b. Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members.
c. Maintain, track and analyze team performance on process adherence.
d. Planning targets, monitoring them and ensuring achievement of overall targets on a daily, weekly & monthly basis as well as conducting appraisal and one-to-one interviews.
e. Overlooking the manpower planning - ensure tracking of actual against the planned on a monthly basis.
f. Develop a high-performing team with a 'can do' attitude and a distinct internal-customer service focus
g. Identify development needs of the team and ensure appropriate action
h. Facilitate effective and efficient cross-functional communication and ensure seamlessness
i. Ensuring strong inter personal relations with all internal customers and being a true business partner to all internal customers across categories
j. Establish and monitor Performance Reporting System