Urget Hiring - Customer Service Team - Inbound Process

3.00 to 6.00 Years Mumbai City 02 Jan, 2023

Shree Balaji Employment Services Pvt Ltd

Job Location	Mumbai City
Education	Not Mentioned
Salary	Rs 6 - 10 Lakh/Yr
Industry	Insurance
Functional Area	Customer Care Executive (Call Centre)
EmploymentType	Full-time

Job Description

Need 2 + years of experience in managing Call Center / Customer Service team. Overall experience of 6+yrs
Manage a team of 50 - 100 FTEs wherein 5-10 TLs / AMs are direct reportees
Analyze call center data to improve processes and maximize efficiency and Customer satisfaction
Deliver Customer satisfaction metrics such as Service Levels, NPS, FCR, AHT, Productivity, Quality and so on.
Deliver on metrics such as Attrition, Schedule Adherence, Shrinkage which contribute in adhering to the SLAs.
Manage and lead projects aligned with delivering superior Customer Experience.
Conduct Project reviews and Performance reviews with Team Leaders regularly.
Driving employee engagement activities to improve productivity & morale and in turn control attrition & absenteeism
Collaborate with other departments to facilitate processes required during new product / process launch to ensure a smooth rollout.
Review Customer escalations, conducting RCAs, identify & fix gaps by means of training or process re-engineering as required.

Keyskills :
team handlingemployee engagementslasnpsscustomer serviceahtfcr

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Job Description

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