4) 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 updatedKey Result Areas (Max 1325 Characters)Supporting Actions (Max 1325 Characters)Contact center operationsInbound duties include answering to product enquiries and accepting and servicing incoming queries, requests & complaintsOutbound duties include welcome calling to all new customers and other types of engagement and servicing outcallMonitor 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 satisfactionManage escalations received from team members, and facilitate quick resolutionHighlight process deviations as shared by customers with relevant internal stakeholders for ensuring process compliance in their respective teamsCarry 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 operationsEnsure sales assist out call is done to all leads received through various marketing and business development activitiesEnsure customer is taken through the onboarding journey with complete explanation and clarity on the process & requirementsAim to successfully convert maximum number of leads to customers and pass the same to sales teamsPerform cross selling and upselling calling to existing customersMIS & ReportingEnsure compliance of all processes with regulatory guidelines and ABFSG standardsTrack and analyze MIS dashboard related to customer queries, complaints, SLA and TAT achievement, and draw insights from the sameShare updates on operational issues with Section Head – Service Delivery Team ManagementBuild a robust, efficient and motivated team of customer service agents for the contact center Ensure the team is up to date on the latest product offerings across the different business verticals in order to respond to customer requestsDefine performance metrics and standards as per the prescribed SLAs, quality parameters and TATsProvide guidance and support to team members on an ongoing basis, and recommend trainings for the team

📌 Customer Service Manager_jaipur (Jaipur)
🏢 Birla Carbon Italy
📍 Jaipur