Manager - Activation & Retention

Operational Excellence

Manage day-to-day planning, operation and problem-solving of team of 20 tenured FTEs to meet with the required service level components, standards. Ensure escalations and complaints from customers are resolved with urgency and kept at a minimum through regular coaching and feedback to the team.
Drive customer retention programs under customer loyalty and brand loyalty initiatives
Analyze customer feedback and develop new techniques to drive customer retention.

Partner with support functions and work to arrest key contributing reasons of customer attrition.
Ensure all metrics are met as per agreed targets.
Compiling reports on team s performance and customer feedback.
Communication and being a focal point of dissemination of information from management to team and vice versa.
Work closely with other operational teams on quality and improvement of service.
Work with leaders within the organization to influence the focus on customer experience and coaching strategies.
Ensure productivity parameter is maintained for the team on a daily basis/ Analysis of daily reports on productivity.
Maintain Error tracker and help team to analyze the causes and implement control plans. Mentoring the entire process flow by having huddles with all the leads in regular intervals.
Conduct effective resource planning to m aximize the productivity of resources.

Stakeholder Management - Liaising with various stakeholders inside the business as well as senior leadership in the partner organization
Recommend the rewards/incentives to the employees in token of the appreciation/recognition of their efforts in achieving set targets or even crossing the target on daily/weekly/monthly basis as per Company policy.

Customer Centricity

Drive customer centric culture with key focus of amplifying positive sentiments and reduction of customer escalations even in service denials.
Educate frontline and optimize use of CS empowerments to drive resolution at frontline itself.
Amplify Resolution Speed : Driving First Contact Resolution and On Call Resolution.
Facilitate OJT support for new joiners during training and buddying state to speeded learning curve.
Customer escalation management - Handle escalation calls wherein customer is asking to next level at frontline/SME level.

People Compliance

A key initiator of Service improvement programs, both in terms of inception, review, and delivery.
Lead team meetings and other pulse sessions with team members
Manage two-way communication process between team members and the management HRM.
People Management, including all HR related issues, as well as staff development.
Operational Management: Managing the floor, adherence to schedule. Responsible for conducting appraisals, confirmations, promotions, and terminations.
Hire, coach, and provide training to employees to maintain high customer service standards
Engage with SME Team and work on reduction of wrong referral / incorrect tagging cases
Engage and retain top quartile talent.
Workforce engagement- Partner with Support functions to incentivize employees by driving contests to optimize outcome.

Measures of Success

100% achievement of KPIs and SLAs.
100% adherence to floor hygiene metrics by self and team.
100% adherence to SL policies by self and team.
Timely publication of daily, weekly, and monthly reports.
Effective coaching of team resulting in constant improvement in team and process performance.

Skills Sets Required

Excellent communication, interpersonal skills with evidence of teamwork and collaboration
Linguistic proficiency in English.
Computer skills (MS Office) especially MS-Excel and MS-PowerPoint.
Ability to work under pressure, strict deadlines and efficient in multi-tasking
Data management and analytical skills.
Ability to work with multiple levels of management internally and with customer.

Must have Qualification

Graduation from recognized University
A minimum work experience of 4-5 years. Experience in credit card industry would be an added advantage.
Prior customer service experience is mandatory with experience in an inbound/outbound voice process.
Prior experience in handling team.
Should be flexible to work in rotational shifts and rotational scheduled offs.