Responsible for delivering high-quality customer service by managing customer interactions across multiple channels, resolving inquiries efficiently, maintaining accurate documentation, and contributing insights to enhance customer experience and operational effectiveness
Key Responsibilities
Directly manage the day-to-day operations of the team with the ability to grow and scale as necessary
Serve as a single POC for HCL to drive initiatives, support governance activities for the program and help resolve escalations/issues.
Ensure timely escalation management & validate the quality of action plans
Be responsible for day-to-day activities and performance of the team members
Working closely with users to ensure the project meets business needs
Monitor service quality and execute continual service improvement actions.
Perform analysis of inquiries for trends, risks, and issues
Skill Requirements
Positive comprehension skills
Should possess previous experience in managing day-to-day deliverables of the team
Interact with client on regular basis for reporting and performance of SLAs
Positive Analytical and Logical thinking skills
Prior experience in utility industry is an added advantage