- Responsible for operations delivery for the customer service process for the largest
- Must have experience in Telecom
- Key KPIs include Service Levels, NPS/CSAT and Quality Assurance
- People Metrics Shrinkage and Attrition
- Channel of service – Inbound Voice
- Conducting Performance Reviews and Coaching for team members
- Good to have experience in WBR & MBR
- Weekly client interaction
- Quality and Training
- Team management / Performance evaluation
- Process Improvement / Compliance
- Identify and drive continuous improvements and initiatives in process
- Compliance ,Controlling shrinkage & Attrion ,Grooming , Revenue generation , for end to end functioning of the team
- Running day to day operational activities like Performance Management, Rewards & Recognition, Coaching & Feedback (Including people development)
- Proper understanding of issues and concern, followed by appropriate action through Team meetings and Regular one to ones with the Direct repartees
- Appraise each Team member,
create a development plan and identify training needs
- Ensured the entire team adheres to the audit requirements not restricted to compliance of process procedures ,Business Process improvement , SLA Management , Client Coordination , Client Management ,Team Motivation ,Scheduling & Forecasting , Floor Adherence
- Improve the overall client experience by coaching, role modelling, and providing a high standard of client service
- Create a powerful and compelling vision, show enthusiasm, excitement, and passion for challenging organizational
- Provided supervision to develop customer service representative's skills in order to achieve operational and organizational objectives
- Managed third party vendor relationship and service level agreement to ensure quality customer service
- Administered all policies and procedures to effectively run a successful business
- Handling People and Process issues in qualified way to ensure 100 % employee satisfaction