Role

Manage performance parameters such as Quality, Attrition, Unplanned Shrinkage, Schedule Adherence, AHT, FCR,

NPS etc. as per set standards for team of 15-20 CRMs

Supervising the performance and providing daily direction to a team of Team Coaches and CRMs to deliver to

Organization goals of service standards, productivity standards and customer experience delivery

Review & monitor daily sample calls for the team to assess team performance and give feedback to the team accordingly

Motivating, recognizing and rewarding, coaching, refresher training and managing customer escalation on calls

Provide inputs to the concerned SPOC for team rostering. Conduct one on one and team meeting regularly to provide

feedback

Undertake projects for Customer Experience Management, Process Reengineering, Error Reduction, Efficiency

Enhancement, Customer DIY/Contact Reduction etc

Must Haves:

Problem Solving Skills

Process understanding and reforming abilities

Excellent Communication Skills in English & Hindi

People Management Skills

Stakeholder Management Skills

Analytical Ability

Required Qualification /

Experience Full Time Graduate / Post Graduate