Key Result Areas: Write the key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 key result areas)- Maximum 10 KRAs can be updated

Key Result Areas (Max 1325 Characters)

Supporting Actions (Max 1325 Characters)

Contact center operations

Inbound duties include answering to product enquiries and accepting and servicing incoming queries, requests & complaints
Outbound duties include welcome calling to all recent customers and other types of engagement and servicing outcall
Monitor SLAs and quality measurements regularly, and refine SOPs for service agents accordingly
Ensure customer requests/queries/complaints are effectively managed by Service agents without impacting the SLA, TATs or customer satisfaction
Manage escalations received from team members, and facilitate quick resolution
Highlight process deviations as shared by customers with relevant internal stakeholders for ensuring process compliance in their respective teams




Carry out data analysis to derive insights for ensuring process optimization
Organize trainings for team members to update them with information around new products, regulatory changes, etc.

Sales assist & business generating operations

Ensure sales assist out call is done to all leads received through various marketing and business development activities
Ensure customer is taken through the onboarding journey with complete explanation and clarity on the process & requirements
Aim to successfully convert maximum number of leads to customers and pass the same to sales teams
Perform cross selling and upselling calling to existing customers

MIS & Reporting

Ensure compliance of all processes with regulatory guidelines and ABFSG standards
Track and analyze MIS dashboard related to customer queries, complaints, SLA and TAT achievement, and draw insights from the same
Share updates on operational issues with Section Head – Service Delivery

Team Manage

📌 Customer Service Manager_Jaipur (India)
🏢 Aditya Birla Capital
📍 India