Role & responsibilities
To Manager the customer service non voice team by achieving better response TAT, driving productivity and NPS along with maintaining overall quality scores.
Team Leadership & Management
- Lead, mentor, and motivate a team of customer service representatives handling non-voice channels (email, chat, query form, etc.)
- Set clear performance expectations and ensure team members meet service level agreements (SLAs)
- Conduct regular performance reviews, provide feedback, and develop career growth opportunities for team members
Operational Excellence
Oversee daily operations, ensuring a high level of service quality, accuracy, and efficiency.Monitor and optimize response times, customer satisfaction, and resolution rates.Develop and implement strategies to improve operational efficiency and customer service outcomes.Ensure compliance with company policies, industry regulations, and data protection laws.Customer Experience Improvement
Analyze customer feedback, conduct root cause analysis, and initiate corrective actions to continuously improve the customer experience.Implement customer service best practices to drive engagement and satisfactionReporting & Analytics
Generate and analyze reports on key performance indicators (KPIs), such as response time, first contact resolution (FCR), and customer satisfaction scores.Provide insights and recommendations for process improvements based on data analysis.Present regular updates to senior leadership on team performance, trends, and improvement initiativesProcess Optimization
Evaluate existing workflows and recommend process enhancements to increase team productivity and reduce response times.Lead process improvement initiatives and work cross-functionally with other departments (e.g., IT, training, quality assurance) to ensure smooth operationsStakeholder Collaboration
Collaborate with cross-functional teams such as IT, Marketing, and Sales to support customer service initiatives and ensure alignment with organizational goals.Act as a liaison between non-voice customer service and other departments to ensure consistency in customer service deliveryPreferred candidate profile
Qualification : Graduate / MBA
Certifications (If any) : Well versed with MS Office and PowerPoint
Work experience in years : 6-10 years
Role : Customer Onboarding - Voice / Blended
Industry Type : Insurance
Department : Customer Success , Service & Operations
Employment Type : Full Time, Permanent
Role Category : Voice / Blended
Education
UG : Any Graduate
Skills Required
Customer Success, Team Leading
