We are looking for a skilled Contact center manager to supervise daily operations and team of customer care leaders aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive. The person must have a brain storming and logical mindset to solve issues & complaints within TAT partnered with an ability to see the “big picture” and make improvements.
– Ensures for the overall direction and performance of the team is meeting the desired service levels. Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
– Optimize process flows and SOPs in order to enrich best in class customer experience. Ensure that all customer queries/complaints/services are resolved within TAT .Take ownership of customers issues and follow problems through to resolution
– Control and review the out sourced resources and utilize them to achieve qualitative and quantitative targets and act as a key.
– Set a clear mission and deploy strategies focused towards that mission, Develop efficient and effective service procedures, policies and standards. Keep ahead of industry’s developments and apply best practices to areas of improvement
– Strong ability to brainstorm & implement innovative strategies in which we can improve our digital experience for our customers.
– Achieve NPS target and enhance customer experience
Experience- 7-10 Years