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.