• Manager - Customer Service Jobs in Ahmedabad,India - 25180259

  • CANVAS27.com Consultant

Job Description:

Develop and manage key performance indicators; communicate out performance and process

improvements based on fact-based business intelligence

Identify, develop, and drive plans to ensure vendor is meeting all performance related metrics (eg NPS, Service level, AHT, Case SLA, OCR, Call-back Adherence etc)

Responsible for creating and delivering contact enter performance reports; collecting, analyzing, and summarizing data, identifying trends and creating appropriate action plans

Monitor and track the performance with respect to SLAs, client satisfaction (Internal & External)

Drive a comprehensive Voice of the Customer strategy and define methods to align VOC insights with in-depth customer analyses in order to better understand and predict consumer behaviour

Present feedback results to leadership team to reinforce overall drivers of the customer experience and provide actionable recommendations for improvements based on the voice of the customer

Participate in weekly vendor meetings, address key performance concerns, and follow up on vendor action plans to drive performance

Knowledge management for the team and quality control

If the above job does not suit your profile, you can still apply as we have various vacancies across different cities & job areas

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Thanks

Hiring Team

Canvas27 com

 

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : CRM/CallCentres/BPO/ITES/Med.Trans
Functional Area : Operations/Customer Service/Telecalling/Backend
Role : Account Services, Any Process - Both BPO Type, Back-end
Salary : Rs 3.00 - 12.00 Lacs p.a.
Deadline : 20th May 2020

Key Skills:

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