Business Excellence Manager

SaiSun Group
  • Mumbai
  • 10-15 lakh
  • 3-8 years
  • Views
  • 21 Mar 2017

  • Customer Service

  • BPO/ ITES/ Call Centers
Job Description

MiniTab (Data analysis Software)
Preferred Industries/Businesses: Insurance
Specific Competencies/Skills: 6 sigma black Belt
Key Areas:
1. Undertake process improvements projects needed at the call center on a frequent basis
2. Set up mechanisms to collect customer feedback
3. 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)
4. Carrying out Lost customer analysis for Outbound retention calls and engage with Business team to jointly decide and implement improvements
5. Document processes related to the Call center
6. 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
7. Work along with Call center head and create a mechanism for Daily / Routine Work Management with the view to sustaining and improving performance
8. Improve overall customer experience by improving processes at the call center with the use of technology and quality tools
9. Increase business and retention percentage at the call center by use of technology and process improvement using quality tools
10. Engage with the team to Identify process improvements (Kaizens) needed at the call center on a frequent basis

Competencies/Skill sets for this job

Insurance Surveys Crm 6 Sigma Data Analysis

Job Posted By

Shailesh Rajpal
Senior Lead Recruiter

About Organisation

SaiSun Group