A4 to A5
Or
P3 to P4

• Average PMI (last 6 months) /PMS rating 3 and above or last two PMS rating
3 and above (whichever applicable)
• Min 2 years’ experience in the current role
• No Warning Letter issued in the past 6 months
• Mandatory E-learning courses certified wherever applicable

RESPONSIBILITIES

* Oversee and manage a team of CCEs, providing leadership and direction.
* Handle complex customer inquiries and escalate issues as needed.
* Train and mentor CCEs to improve their customer service skills and knowledge.
* Monitor and evaluate team performance, providing feedback and coaching.
* Implement and maintain efficient customer care processes and procedures.
* Collaborate with other departments to align customer care strategies.
* Ensure compliance with company policies and industry regulations.
* Analyze customer feedback and identify areas for improvement.
* Develop and implement initiatives to enhance customer satisfaction.
* Stay updated with industry trends and best practices in customer care.

QUALIFICATIONS





* Maintaining the agreed Service Level as per defined KPI
* Maintaining the agreed Answering Level as per defined KPI
* Maintaining the agreed External Quality Score as per defined KPI
* Managing the Manpower & Assets Productivity
* Managing the TL – CCE Span as per the agreement with client
* Coordinate with support functions for recruitment/ on boarding/ training
* Review performance at least once every month with the team
* Documentation and compliance of ISO processes
* Managing the Attrition% as per the defined KRA’s
* Managing & further improving the CSAT Scores as per defined KPI’s
* Maintain the L2 level manpower
* Responsible for Controlling attrition
* Analyze MIS reports; identify trends and take appropriate action on the same

Digitide started with a easy vision: to transform business operations and
drive growth for enterprises across the globe.

For over 20 years, we’ve been at the forefront of this mission, creating lasting
impac

📌 Assistant Manager (Mumbai)
🏢 Digitide Solutions
📍 Mumbai