Publish MIS and Dashboards daily to monitor closure and resolution TAT.
WIP management: Manage the overall WIP and TAT as per the company grid.
Able to prepare MBR (Monthly Business review) report monthly.
Leadership and People Management:Ability to motivate, inspire, and guide teams to meet goals and deliver excellent service.
Coaching and Development: Helping team members improve their performance through feedback, training, and career development.
Excellent communication Skills.
Customer-Centric Mindset: Understanding and anticipating customer needs, ensuring their concerns are addressed in a timely manner.
Problem-Solving Skills: Quickly identifying root causes of problems and creating actionable solutions.
Performance Monitoring: Regularly reviewing performance indicators (such as CSAT, Net Promoter Scores, response times, etc.) and implementing improvement plans.
Handling Difficult Situations: Managing high-stress or sensitive customer service issues, ensuring calm and effective resolution.
Ensure adherence to documented processes, procedures and controls
Liaise with other support units in Home Office (such as Operations, Products, Actuaries, Finance, Admin, IT) to ensure that all local queries/complaints are resolved
Measure of Success:
Customer satisfaction scores
Agent satisfaction scores
TAT of Customerquery resolution as per defined SLA
100% compliance to standards.
Desired qualifications and experience:
Graduate with 4-5 years’ experience in operations / customer service.
Knowledge and skills required:
Customer centricity
Excellent communication skills
Good command on excel
Basic analytical skills
Career Opportunities
Position
Senior Deputy Manager – Customer Care
No. of Positions
1
Department
Operations
Function
Customer Care
Location
Gurugram 90C
Key Responsibilities:
Publish MIS and Dashboards daily to monitor closure and resolution TAT.
WIP management: Manage the overall WIP and TAT as per the company grid.
Able to prepare MBR (Monthly Business review) report monthly.
Leadership and People Management:Ability to motivate, inspire, and guide teams to meet goals and deliver excellent service.
Coaching and Development: Helping team members improve their performance through feedback, training, and career development.
Excellent communication Skills.
Customer-Centric Mindset: Understanding and anticipating customer needs, ensuring their concerns are addressed in a timely manner.
Problem-Solving Skills: Quickly identifying root causes of problems and creating actionable solutions.
Performance Monitoring: Regularly reviewing performance indicators (such as CSAT, Net Promoter Scores, response times, etc.) and implementing improvement plans.
Handling Difficult Situations: Managing high-stress or sensitive customer service issues, ensuring calm and effective resolution.
Ensure adherence to documented processes, procedures and controls
Liaise with other support units in Home Office (such as Operations, Products, Actuaries, Finance, Admin, IT) to ensure that all local queries/complaints are resolved
Measure of Success:
Customer satisfaction scores
Agent satisfaction scores
TAT of Customerquery resolution as per defined SLA
100% compliance to standards.
Desired qualifications and experience:
Graduate with 4-5 years’ experience in operations / customer service.