Lead Call Centre

The role holder will effectively drive seamless customer experience at call centre by focusing on eliminating defects and meeting all service level agreements.

• Ensure excellent day today service experience for customers aligned to customer experience rules and procedures.
• Monitor quality of inbound and service recovery interactions.
• Enforce adherence to quality-of-service guidelines and metrics.
• Identify and do a root cause analysis (RCA) of call triggers as per call centre trends.
• Work with all stake holders to address customer pain points (Vendors, networks and Marketing teams).
• Monitor SLA’s for resolution of service downtimes aligned to customer experience rules.
• Act as an interface between the call centre and other departments on all customer facing related issues.
• Conduct periodic surveys on inbound customers to assess levels of satisfaction.
• Follows queries that are escalated by the partners to departments for support so as to ensure prompt resolution of the such queries.
• Ensure adherence to process compliance.
• Partner management.
• Reporting.

Must have:

• Bachelor’s degree in business / commercial discipline. MBA added advantage.
• A strong understanding of numbers/finance/accounts with excellent MS – Excel skills
• 2 to 4 years of customer experience partner management in a busy environment.
• Telecom experience will be an added advantage.

Skills critical to the role:
 

• Attention to detail
• Speed of execution
• Ability to work seamlessly unsupervised.
• Great interpersonal skills
• High levels of Integrity.
• Analytical skills.
• Problem solving skills.
• Excellent communications skills.
• Excellent presentation skills.
• Excellent project management skills.