Transformatrix Global - Senior Manager/Manager - Customer Experience (1-2 yrs)

Role: Manager / Sr Manager Customer experience.

Location: Mumbai.

Work mode: WFO (Work from office).

Key Responsibilities:.

Performance Management:.

- Measure and track key performance indicators (KPIs) including SLA, AHT, resolution and response times, NPS, customer satisfaction/dissatisfaction indexes, complaints, and appreciations.

- Enhance agent-level performance through quality monitoring and performance improvement initiatives.

- Define and monitor quality standards, conducting sample quality checks and offering feedback to improve performance.

Training and Development:.

- Conduct training needs analysis (TNA) based on performance observations and quality control results.

- Regularly review and update training modules and product knowledge tests (PKT) to ensure agents are equipped with up-to-date skills and knowledge.

Customer Experience Strategy:.

- Collaborate with the contact centre business teams to implement CX strategies that align with business objectives and improve the customer journey.

- Foster an empathy-driven service culture, coaching and counselling the team to prioritize customer-centric behaviour in every interaction.

Compliance and Governance:.

- Ensure compliance with key government legislative requirements, DGCA policies, and organizational standards.

- Manage the customer grievance and redressal process, ensuring timely resolution and implementing improvements for better customer service.

Vendor Management:.

- Oversee vendor performance, including evaluation, contracting, governance, invoicing, and payment validation.

- Establish B2B and B2C processes to drive economies of scale and optimize operational efficiency.

- Lead continuous improvement projects to enhance overall operational performance.

Documentation and Process Improvement:.

- Maintain accurate and up-to-date documentation for all CX initiatives to ensure consistency across channels.

- Implement feedback loops to collect insights from vendors and internal teams, driving continuous process improvements.

Desired Qualifications & Certifications:.

Education: Graduate in any discipline.

CX and Quality certification is required.

Experience:.

- 4-5+ years of experience in Customer Experience (CX) management and contact centre operations.

- Minimum 3-5 years of experience in leading and managing voice processes.

- Extensive experience in process design, customer journey mapping, continuous improvement, and data analytics.

Skills and Knowledge:

Functional:

- Familiarity with COPC, Six Sigma, or other business excellence models.

- In-depth understanding of performance metrics such as SLA, AHT, NPS, customer satisfaction, and dissatisfaction.

- Strong analytical skills with a deep understanding of contact centre data.

- Expertise in process changes and improvements, with the ability to implement efficient processes.

- Proficiency in Quality and Training processes to maintain high operational standards.

- Expertise in documenting and maintaining seamless processes across various channels.

- Strong presentation and communication skills to engage with stakeholders effectively.

Behavioural/Leadership:.

- Initiative and drive to improve customer experience across all touchpoints.

- Deep understanding of CX principles and strategies for enhancing customer satisfaction.

- Strong collaboration and networking skills, able to work effectively with cross-functional teams.

- Result-oriented mindset, focused on achieving business goals.

- Strong problem-solving skills to address challenges promptly.

- Proven leadership abilities to manage, coach, and mentor teams.