Sr Manager Customer Service

Responsible for Operations at Contact Center

Accountable for customer service at contact center, customer escalations, customer satisfaction.

Responsible for all LoBs queues like Inbound / email resolution / complaint management / grievance

Redressal / chat process / social media resolution and response quality.

Driving all KPIs including SLAs and Service Quality - eg SL/AL/FTR/ first response TAT, resolution TAT, Reopen

Resolution %, complaint reduction and minimizing escalations etc

Ensuring adequate manpower for all LoBs and ensuring superior customer experience

Accountable for Hiring, Random screening, Capacity planning Forecasting process

Involvement in NHT batches, conducting Refresher training, ensuring timely application access creation   reconciliation etc

Analyze Complaints/Requests implement process corrections/automations for gaps derived through RCAs,   and bring down contact ratios complaints

Responsible for Process Workflow Integration to close gaps identified through audits

Design build CRM for effective complaint routing to various owners build SLA with escalation matrix

Partner management Governance including Compliances- Forecasting, Capacity Planning, Accuracy of   Resolution Timely complaint resolution, close looping SLA performance, Billing etc.

Process Improvement, Operational Responsibilities and Analytics. Process automation capabilities

Coordinate with cross functional departments to sign off Service Level agreement.