Key Responsibilities:
- Publish MIS and Dashboards daily to monitor closure and resolution TAT.
- WIP management: Manage the overall WIP and TAT as per the company grid.
- Able to prepare MBR (Monthly Business review) report monthly.
- Leadership and People Management: Ability to motivate, inspire, and guide teams to meet
goals and deliver excellent service. - Coaching and Development: Helping team members improve their performance through
feedback, training, and career development. - Excellent communication Skills.
- Customer-Centric Mindset: Understanding and anticipating customer needs, ensuring their
concerns are addressed in a timely manner. - Problem-Solving Skills: Quickly identifying root causes of problems and creating actionable
solutions. - Performance Monitoring: Regularly reviewing performance indicators (such as CSAT, Net
Promoter Scores, response times, etc.) and implementing improvement plans. - Handling Difficult Situations: Managing high-stress or sensitive customer service issues,
ensuring calm and effective resolution. - Ensure adherence to documented processes, procedures and controls
- Liaise with other support units in Home Office (such as Operations, Products, Actuaries,
Finance, Admin, IT) to ensure that all local queries/complaints are resolved\
Measure of Success:
- Customer satisfaction scores
- Agent satisfaction scores
- TAT of Customer query resolution as per defined SLA
- 100% compliance to standards.
Desired qualifications and experience:
- Graduate with 3.5 - 8 years experience in operations / customer service.
Knowledge and skills required:
- Customer centricity
- Excellent communication skills
- Good command on excel
- Basic analytical skills
Employment Type: Full Time, Permanent
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