Experience
- At least 4 years
- The applicants should have experience in the following business area(s): Banks
Education
- Masters
Requirements
- At least 4 years
- The applicants should have experience in the following business area(s): Banks
Skills Required
Additional Requirements
- Age 30 to 50 years
Must have adequate experience in respective field.
Candidates having any 3rd division/class in academic records will not be considered.
Candidates having a break in services need not apply
Sound knowledge of MS Package - Word, Excel, PowerPoint, etc.
Must be a confident communicator and presenter.
Have a full understanding of Customer Service and satisfaction.
Possess the ability to keep information confidential.
Responsibilities & Context
Supervise daily Call Centre operations, ensuring effective workforce allocation, attendance, shift scheduling and service continuity across inbound, outbound and digital channels.Monitor and improve key service KPIs, including Service Level, Call Answer Rate, ASA, FCR and CSAT, through regular performance reviews and targeted coaching.
Track live metrics, chats, emails, and calls using monitoring software to ensure response times, service level agreements (SLAs), and brand guidelines are met.
Manage escalated customer complaints and service issues by coordinating with relevant internal departments and ensuring timely resolution with proper CRM documentation.
Oversee outbound customer engagement activities, including complaint follow-ups, customer surveys, service recovery, account/service confirmations and promotional campaigns.
Prepare periodic performance reports, identify customer pain points and operational gaps, and recommend improvements to SOPs, FAQs, service quality and overall customer experience etc.
Job Other Benifits
- Provident fund,Mobile bill,Gratuity,Insurance