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    Assistant Manager Customer Contact247 shift - Mumbai, India - Syncup

    Syncup
    Syncup Mumbai, India

    5 days ago

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    Description

    Leadership and operationalmanagement
    Take an active role in enhancing the CCD team s performance andimproving team productivity. Review workprocess identify streamlining opportunities and eliminaterepetition.

    Engage the team in the BPR(Business Process Reengineering) process which involves reviewingwork procedures promote automation adopt lean procedures so as todevelop practical and cost effectiveprocedures.

    Foster effective team managementthrough development and maintenance of an environment encouragingpersonal involvement in planning communications coaching anddevelopment of employees while sharing responsibilities andaccountabilities to ensure successful contribution to departmentand company goals and objectives.

    Conductformal performance appraisals of Customer Care Team Lead(s)including annual goal setting/performance development plan midyearand year end performance review.

    Takeownership of the individual development of Customer Contact TeamLead(s) and guiding best practices on how they coach their teamsfor success.

    Consolidate and analysecustomer feedback. Work closely with other departments for possibleenhancement of our products work processes services and websiteusability etc. so as to improve sales and overall customerexperience. Follow up on KPI variances.
    Conduct root cause analysis identify gaps and implement fixes toaddress outliers. Handle customer complaintswhen required. Handle service recovery proactively so as to regaincustomer loyalty.

    Lead and participate inCCD projects with the aim to reach optimal costeffectivenessin overall CCD operations andleverage our global resources to deliver results and enforce CCDcustomer proposition.

    Promote automation andlean process. Maximize the use of the Work Force Management toproject demand plan resources and ensure optimal utilizationofresources.
    performanceappraisal,resource planning,customer contact,projectmanagement,management,work force management,servicerecovery,business process re-engineering,coaching,costeffective,leadership,operational management,kpi analysis,customerfeedback analysis,teammanagement,ccd,customer