Key Accountability
Customer experience at service touchpoints is of utmost priority in the corporate world.
Below will be the KPIs matrix:
Managing customer service experience at Email channel
Customer satisfaction scores (CSAT) and Net promote scores (NPS) will be the key actionables.
Managing a vendor team of 100+ associates and managers across 2 centers
All operational matrices like, TAT adherence, same day response on queries, same day closure of assignments to be monitored and maintained separately for pre issuance and post issuance queries/requests/complaints
Service quality of the agents to be maintained
Forecast calculation to avoid dip in service levels and ensuring no MBG
Designing incentive structure to drive the team on quick closures as and when reqd
Negotiating with vendors on rates and hikes,
as and when reqd to save cost
Audit parameters to be monitored at regular intervals to ensure no observations
Billing process to be monitored
Initiate improvement projects and drive efficacy for implemented projects
Automation projects to enable these key matrices
Enabling ease of digital adoption among customers
Enabling and promoting self service options for customers
Automation projects like email auto response to reduce cost of human agent
Run reports & conduct a thorough analysis of the missed KPIs & draw an effective action plan.
Apply performance management strategies to ensure better productivity.
Evaluating current vendors and for digital enhancements and closing commercials with finance team
📌 Customer Service Executive Mumbai (India)
🏢 TopGear Consultants
📍 India
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