Leads, inspires and motivates a multi-functional team to deliver world class non-voice customer service
Helps embed the Voice Customer Service strategy
Ensures operational delivery is in line with operational and / or contractual obligations
Manages customer escalations and complaints
Seeks to continually improve processes to enhance performance and utilisation
Provides on-going support, development, empowerment and positive reinforcement to Team Leaders and Advisors.
Engages with team members treating them as individuals.
Measures and manages the team to meet performance targets
Communicates information in a timely, relevant and accurate manner to all team members
Ensures that all Human Resources policies and procedures are observed
Provides input and participates in calibration sessions
Develops performance promises for all Team Leaders and conducts midyear and annual reviews
Provides governance and structure to ensures all oral and written communication, including social media platforms, email and web chat consistently demonstrates a professional and friendly tone, maintaining faultless grammar and spelling standards.
Ensures follow-up action is taken when necessary and keeps the customer informed.
Ensures knowledge of social media platforms including Facebook and Twitter are up to date
Shares knowledge to ensure exceptional customer service.
4.Reporting & Administration
Provides relevant internal and external reports as per the business unit requirements
Analyses business data identifying and highlighting trends to the management team
Monitors absenteeism and adherence for their business area
Compiles adhoc reports as and when required
Analyses operational data and takes relevant action
INTERNAL & EXTERNAL STAKEHOLDERS
Team Leaders Day-to-day management and guidance
Advisors Communication and support
Customer Experience Analyst & Evaluation, feedback and skills development
Customers Provide exceptional customer service, seeks to educate
and resolve queries
Planning and Organising
Customer Service Orientation Oral and Written Communication
Concern for Excellence
Note- Experience in ITES/BPO is must and only candidates who are working with ITES/BPO companies