Customer Experience Manager

This role will play a crucial role in ensuring the efficiency and quality of our call centre operations. The role involves overseeing and conducting audits on various transactional aspects, including chat, email, complaints, sales, and compliance. Additionally, managing the NHIT module, TNI (Training Needs Identification), briefings, and knowledge portal updates specifically tailored for Zee5.

Key Responsibilities:

Transaction Audits:

Conduct regular audits of chat interactions ensuring adherence to quality standards and customer service protocols.

Perform audits on email communications to verify accuracy, professionalism, and compliance with company policies.

Evaluate complaint handling processes, identifying areas for improvement, and ensuring timely resolution.

Assess sales transactions to guarantee compliance with sales guidelines and ethical practices.

Conduct compliance audits to ensure adherence to regulatory requirements and internal policies.

NHIT Module Management:

Manage the NHIT (New Hire Induction Training) module for call center agents.

Collaborate with training teams to develop and update training materials, ensuring alignment with organizational objectives.

Monitor and enhance the effectiveness of the NHIT program to accelerate the onboarding process.

TNI (Training Needs Identification):

Identify training needs based on transaction audit findings and performance metrics.

Work closely with the training department to develop targeted training programs to address identified gaps.

Briefings:

Conduct regular briefings for call centre teams to communicate updates, changes in procedures, and reinforce best practices.

Ensure that briefings contribute to the overall improvement of team performance and customer satisfaction.

Knowledge Portal Updates for Zee5:

Collaborate with relevant departments to update the knowledge portal with accurate and timely information related to Zee5 products and services.

Ensure that call centre agents have access to the latest information to provide accurate assistance to customers