TransUnion CIBIL Limited
Location
Mumbai | India
Job description
We are one of India’s leading credit information company with one of the largest collections of consumer information. We aim to be more than just a credit reporting agency. We are a sophisticated, global risk information provider striving to use information for good. We take immense pride in playing a pivotal role in catalyzing the BFSI industry in the country. We got here by tapping into our excitement and passion of wanting to make a difference in the lives of our clients and consumers.
We at TransUnion CIBIL are an equal opportunity employer and are committed to a policy of treating all our associates and job applicants equally. Applicants are evaluated on the basis of job qualification - not race, color, sex / gender, religion, caste, national origin, age, disability, marital status, citizenship status, sexual orientation, gender identity or any other status, whether or not protected. We are committed to taking affirmative action to employ and advance minorities, women, and qualified disabled individuals. We ensure a safe, productive, and harassment-free workplace for all. Culture and Values Our culture is welcoming, energetic, and innovative. There’s an overall synergy that flows throughout the company, creating a sense of connect, belonging and unity in knowing that we’re all working to achieve the same overall goal. Our core values which we live by every day are integrity, People, Customer, and Innovation. What is excitement and passion for us? We define it as a blend of curiosity, ability to unlearn and yet continuously learn, able to connect with meaning and finally the drive to execute ideas till the last mile is achieved. This passion helps us focus on continuous improvement, creative problem solving and collaboration which ensures delivery excellence. Dynamics of the Role This is an exciting time in TransUnion CIBIL. With investments in our people, technology and new business markets, we are redefining the role and purpose of a credit bureau. Lead the Live Chat/Chat function at L1 Touchpoints Manage the BPO vendor/partner and work closely to meet SL's, CSAT and Quality targets set for the process. Roles & Responsibilities Lead the strategic planning and implementation of the live chat program, aligning with organizational goals and customer service objectives. Develop and maintain standard operating procedures (SOPs) for live chat operations, including agent workflows, escalation procedures, and quality assurance protocols. Select and configure live chat software platforms, integrating them with other customer support systems and ensuring optimal performance and reliability. Oversee Recruitment, training at BPO and manage the vendor to ensure the team of live chat agents, gets ongoing coaching, performance feedback, and perform to the highest standards. Monitor live chat queues, adjusting staffing levels and optimize response times and customer satisfaction. Analyze live chat data and metrics to track performance trends, identify areas for improvement, and make data-driven recommendations for enhancements to the program. Collaborate with cross-functional teams, including IT, marketing, and sales, to coordinate initiatives and leverage live chat as a strategic tool for customer engagement and retention. Conduct audits of live chat interactions, ensuring adherence to quality standards, compliance requirements, and brand guidelines. Stay informed about industry trends and best practices in live chat support, exploring innovative technologies and methodologies to enhance program effectiveness and efficiency. Oversee the outsourcing relationship with the BPO vendor for the live chat program, ensuring alignment with company standards, objectives, and contractual agreements. Develop and maintain comprehensive service level agreements (SLAs) with the BPO vendor, establishing performance targets, quality metrics, and escalation procedures. Conduct regular performance reviews and audits of the BPO vendor's live chat operations, monitoring adherence to SLAs, quality standards, and contractual obligations. Act as the primary point of contact for escalations and issue resolution related to the BPO vendor's live chat services, liaising with internal stakeholders and the vendor's management team as needed. Foster a collaborative and productive relationship with the BPO vendor, facilitating regular communication, feedback sessions, and strategic planning meetings to drive continuous improvement. Manage the budget and financial aspects of the outsourcing relationship, ensuring cost-effectiveness, transparency, and value for the company. Experience and Skills Qualification: Master’s degree in business administration/ Analytics/ Product Management or a related field Minimum 8-10 years of relevant experience Flexibility to travel as needed. Executive presence and assertiveness. Self-starter, ability to work independently, handle ambiguous situations and exercise judgement in variety of situations. Strong communication, organizational, verbal & written skills. High degree of responsibility and ownership, strong multitasking, coordination and tenaciously looking for ways to get results. Essential Competencies Ability to build trusting relationships - across all levels and in the immediate / extended team internationally, should be known and regarded as a trusted competent advisor. Driving innovation – A believer in continuous improvement of services, processes and operational efficiency. Demonstrates curiosity and critical thinking. Business Acumen – Spends time to ensure understanding of the business and aligns accordingly. Change agent – Ability to diagnose correctly, design and execute interventions. Ensures communication through appropriate channels in a concise and proactive manner. Execution champion – Focuses and ensures closure without compromising on quality of the output. Raises / flags issues as necessary and moves forward with a solutioning approachJob tags
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