Leadership Role

Min 8 -10 years work experience working in Contact Centre and Customer service operations

Education qualification – Graduate in any discipline

Customer Focus:

·         Anticipate customer’s needs, provide input for solution, and demonstrate industry standard

·         Provide input to the customer and build confidence with the customer at higher levels to be treated as an advisor

·         Analyse and constantly improves system, process and nature of services being provided to the customer

·         Knowledge on SLA Management, customer service metrics and improvement of CSAT score

·         Prepare timely reports and create decks for client visits and performance reporting.

Building Teams:

·         Communicates the interdependencies across multiple teams within own area

·         Drives development within the team to create assignment and inspire the team by demonstrating commitment to support.

·         Outstanding communication and interpersonal skills

·         Excellent organizational and leadership skills with a problem-solving ability

·         Hire, coach and provide training to personnel to maintain high customer service standards

·         Evaluate performance with key metrics (accuracy, call-waiting time etc.)