Assignment Details
Key Responsibilities:
Delivering Superior Consumer Experience:
1.Manpower Forecast: Understanding the agent productivity and forecasting the required manpower to achieve superior customer Experience.
2.Call Centre Infra: Managing the Call Centre Infra effectively by rostering the available manpower to deliver consumer experience.
3.Finalizing the Call Centre Process Manager: Selecting the right candidate with Consumer delight and sales expertise for providing superior consumer experience.
4.Ensuring Instant Call Centre Number Connectivity: Religiously monitoring and ensuring the 100% Instant Call Centre number connectivity.
5.Exploring technology driven consumer engagement sources: Implementing and tracking the cost effective and consumer friendly engagement sources (Chat bot, WhatsApp business)
6.Driving Agent Quality: Monitoring the agent quality by call barging, training and reviewing the quality metrics with Call Centre QA team.
7.Driving Call Centre C-Sat Score: Delivering the superior consumer experience and to improve the C-Sat Score.
8.Driving New Initiatives: Efficiently drive new initiatives aligned with business goals.
Driving Consumer Retention and escalation reduction:
1.Lead Management: Setting up and managing the Call Centre infra for leads conversions.
2.GKK Retention: Driving consumer retention by focusing on lapsers. Ensuring availability of executives, monitoring the performance of executives by conducting regular reviews and fine tuning the process based on the challenges encountered.
3.Drive Upgrade: Understanding the upgrade opportunity and drive upgrades by training the Call Centre Agents on ODPEC.
4.Managing Outbound activities: Setting up the outbound team based on the business requirement and effectively managing the team to deliver business goals. Ex-C-Sat Survey, Welcome Call , Open call, SBCC, Cancellation etc…
5.Escalation Management: Setting up the escalation desk and driving the speed to close all the escalation calls. Analyzing the reasons for escalations and proposing/implementing corrective actions.
6.Managing Telecom: Monitoring and ensuring the telecom lines are always active by coordinating with all the stakeholders (Call Centre+ Telecom)
7.Managing IVR and SMS: Monitoring and ensuring the IVR options are up to date by incorporating changes based on business requirement and ensuring the delivery of SMS by coordinating with the all the stakeholders.
8.Driving Agent utilization: Reducing the AHT with continuous process changes eliminating non-value adding steps and increase the agent productivity.
9.Exploring the on-call closure options: Understanding the exploring options to close the non-value adding in warranty field visits through structured on call process.
Capability Development of the Call Centre Team:
1.Product Training: Arranging structured product training programs covering the Product technology, troubleshooting procedure and request registering process in the CRM.
2.Imparting Service Culture: Driving the Service Culture to deliver superior consumer experience in the consumer life cycle journey
3. Consumer Acquisition and Escalation Management: Imparting the importance of consumer acquisition and escalation management. Guide the outbound team to improve digital conversions by training them ODPEC and importance of speedy closures of escalation calls coordinating with the field team.
Skills Required
-Ability to lead and manage a call center team effectively to achieve customer service goals.
-Expertise in delivering and managing superior customer experience strategies.
-Strong skills in handling escalations and implementing solutions to reduce recurrence.
-Proficiency in training and developing call center agents to enhance their capabilities.
-Excellent analytical skills to monitor performance metrics and implement improvements.
-Competency in optimizing processes to improve efficiency and agent productivity.
-Experience in managing telecom lines, IVR systems, and ensuring smooth communication processes.
-Ability to adopt and implement technology-driven solutions, such as chatbots and WhatsApp Business, for customer engagement.
-Strong collaboration skills to work with internal teams.
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6 month(s)
8+ years 
On-Site
