Chief Manager - Call Center Customer Service Mumbai

Job Description:

1. Job Purpose Statement
To supervise daily operations and personnel aiming for maximum customer support while ensuring
efficiency and cost-effectiveness.
To ensure that quality of resolution to be maintained while handling the call centre operations.
2: Duties & Responsibilities
o Responsible for delightful Customer Service. Specifically handling Call Centre Team.
o Set goals for internal Quality team to provide best in class Customer Service.
o Analyse and set the quality parameters and metrics for performance measurement like calls
left waiting, calls missed etc. & to ensure high FTR ratios.
o Continuous training and orientation of the Agents
o Liaison with the internal teams for the processes which are run by CC
o Regular MIS and monthly Dashboard maintenance for review with Customer Service Head
o Regular information dissemination for the updates and process changes which are directly or
indirectly impacting the calls flow
o Proactive analysis of the queries and requests to ensure the decrease of the repetitive nature
o Be proactive in identifying and resolving the issues faced by the CC team.
o Own and manage other channels of communication with customer regarding queries,
requests and complaints – including WhatsApp, Customer App, Website, Email
o Drive proactive dissemination of information to the customer at the right points over online
channels during their lifecycle to minimize need for contact – identify relevant episodes and
communication required