Business Excellence Manager

SaiSun Group
  • Thane
  • 10-15 lakh
  • 5-10 years
  • Views
  • 21 Mar 2017

  • Business Analytics

  • Banking - Retail
Job Description

Undertake process improvements projects needed at the call center on a frequent basis
Set up mechanisms to collect customer feedback
Work with IT and drive technological improvements needed at the call center. (Synchronization of CRM with the core system for Query resolution and Lead assignment)
Carrying out Lost customer analysis for Outbound retention calls and engage with Business team to jointly decide and implement improvements
Document processes related to the Call center
Undertake customer satisfaction surveys on sample basis. Conduct Customer analysis for Feedback calls / Welcome calls made to the customers of all verticals and all products
Work along with Call center head and create a mechanism for Daily / Routine Work Management with the view to sustaining and improving performance
Improve overall customer experience by improving processes at the call center with the use of technology and quality tools
Increase business and retention percentage at the call center by use of technology and process improvement using quality tools
Engage with the team to Identify process improvements (Kaizens) needed at the call center on a frequent basis

Competencies/Skill sets for this job

Synchronization Customer Satisfaction Process Improvement

Job Posted By

Shailesh Rajpal
Senior Lead Recruiter

About Organisation

SaiSun Group