Experience
Salary
Location
Customer Relationship Team |
|
Stakeholder Management |
Business Teams, Claim Processing Team, Backend Teams, Quality team, Training Team, WFM, RTQM, MIS & Leadership |
Functional / |
Manage performance parameters such as Quality, Attrition, Unplanned Shrinkage, Schedule Adherence, AHT, FCR, NPS etc. as per set standards for team of 15-20 CRMs |
Supervising the performance and providing daily direction to a team of Team Coaches and CRMs to deliver to |
|
Review & monitor daily sample calls for the team to assess team performance and give feedback to the team accordingly |
|
Motivating, recognizing and rewarding, coaching, refresher training and managing customer escalation on calls |
|
Provide inputs to the concerned SPOC for team rostering. Conduct one on one and team meeting regularly to provide feedback |
|
Undertake projects for Customer Experience Management, Process Reengineering, Error Reduction, Efficiency Enhancement, Customer DIY/Contact Reduction etc |
|
Must Haves: |
Problem Solving Skills |
Process understanding and reforming abilities |
|
Excellent Communication Skills in English & Hindi |
|
People Management Skills |
|
Stakeholder Management Skills |
|
Analytical Ability |
|
Required Qualification / Experience |
Full Time Graduate / Post Graduate |
Team Leader
Insurance
Insurance
Full Time
Bachelor Degree
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