Nucleus Commercial Finance
Location
Mumbai | India
Job description
Delivery of service level components, quality and productivity targets &
indicators. People Management, including dispute resolution and coordination within team members. Operational Management: Managing the floor, adherence to schedule. Ownership and problem resolution. Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call. Training and development of staff. Motivation, leadership of a team Recommendations for product and process development based on customer feedback and analysis of the same. Compiling reports on team s performance and customer feedback. Communication and being a focal point of dissemination of information from management to team and vis versa. Work very closely with team members to solve customer problems. Also needs to understand agent's problems and weaknesses and address these. Offers solutions and suggestions for process and product improvement to management. Data Analysis & preparing Reports on improving revenue generation & customer satisfaction with regards insofar as it affects call handling and call center processes. Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business. Skills: compiling reports,call handling,data analysis,managing the floor,delivery of service level componentsJob tags
Salary
