Assistant Manager, Customer Experience & Escalations Management, Customer Service Delivery - ROTN & Kerala Circle
- Team Manager - Back office Operations & E-Mail Management
- Train and Manage team to resolve customer complaints in an empathetic manner.
- Cross-train customer service managers.
- Track and ensure Compliance on the Quality of Service Parameters of TRAI for Call center & Back office operations.
- Handle Escalations at Level 3.
- Reduce repeat calls / complaints for cost optimization.
- Implement New process for quicker action and enhance customer experience.
- Strong leader of customer support staff.
- Facilitate inter-departmental communication to effectively provide customer support.
- Waiver Management
- Manage work flow to exceed quality service goals.
- Initiate Projects for Process correction and Cost optimization.
- Vendor Management - Monitor Call Centre performance and drive towards achieving day to day performance.
- Service Partner & Circle/Corporate Engagement
- MIS & Analytics
- Maintain up-to-date knowledge of product and service changes.