Deputy Manager - Customer Experience Management

Key Roles &ResponsibiliƟes - 

 Responsible to deliver team budget 

 Team Management: Supervise and support team, conduct regular team meeƟngs to discuss performance, updated and feedback, Mentor and train new and exisƟng team members

  Performance Monitoring: Monitor and evaluate individual and team performance through call review and performance metrics, set performance goals and objecƟves for the team, provide construcƟve feedback and develop acƟon plan for improvement

  Customer service: Ensure high level of customer saƟsfacƟon by maintaining quality service standards, handling escalated customer inquiries and complaints effecƟvely 

 ReporƟng and analysis: idenƟfy and implement process improvements to enhance producƟvity and customer saƟsfacƟon, collaborate with other departments to streamline operaƟons 

 AdministraƟve DuƟes: Manage schedule and ensure adequate staffing levels, handle administraƟve tasks related to team management

Key Requirements - Experience &Skills -

 BPO/Call Center Background Min 3-4 Years Experience

  Previous experience on inbound/outbound calls is essenƟal

  Insurance Experience is must  Should be Target Oriented

  Comfortable to MulƟtask, calls and Emails together

  Should possess strong verbal and wriƩen skills 

 Comfortable to work in flexible ShiŌs, RotaƟonal Weekly offs  

 Graduate/ Masters