Sr. Officer/Officer- Customer Experience - (Turbhe)

Role & responsibilities

1. Key highlights of the role are listed below (purely indicative and not limiting):

2. Responsible for assessing, understanding and providing support to frontline associates with Process & Product

3. To motivate, develop and mentor team members in a dynamically changing environment

4. Monitor projects/transactions and provide qualitative/constructive feedback to the team members.

5. To create a conducive and stimulating environment for the teams to accomplish their goals

6. Manage expectations of his team members and proactively should be able to sense their needs.

7. Ability to drive process, performance & transformation

8. To be a part of the business Calls / calibration call to have better understanding of the process and for continuous improvement

9. Quality and Ownership for particular process

10. Should be open to work 24/7 environment

11. Ability to create a conducive and stimulating work environment

12. Attrition & Absenteeism management

13. To own and drive and develop the team members for being effective in their role

14. Supporting management drive business expectation and process metrics

15. Monitor resource utilization & performance.

Applicants should possess the following attributes:

• Handling Outbound Project
• Handling Dialers
• Handling Welcome Call/Retention Call processes