Manager | Customer Contact Centre | Voice

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Manager - Customer Contact Centre - Voice

Havoc Consultants Pvt. Ltd.
Navi Mumbai, Maharashtra
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14 hours ago
Full–time
Job Purpose :
• Manage Contact centre both Inbound and Outbound [customer service & Lead generation, Video KYC]

Role :
• Manage outsourced contact centre team including team of team leader and team members, MIS and QA.
• Manage hiring & conduct training of agents. Coordinate with stake holders for specific trainings on product or process.
• Will be responsible to drive CC KPIs like AHT, ATT, SL, Abandon rate, Contractibility, response TATs, Resolution TATs, Efficiency and capacity utilization targets.
• Additionally, drive conversion targets of enquiry to lead, lead to disbursement, CC contribution to business.
• Ensure Call quality, Accuracy & TAT adherence.
• Manage customer service for customers for all products. (HL, BT, FL and LAP and other products that may be serviced by the company.
• Ensure timely resolution of requests, queries and complaints.
• Coordinate with the internal teams and the branches to ensure accurate closure of all service requests.
• Manage all loan enquiries received through calls and digital channels and share feedback on enquiry quality.
• Align with marketing and sales for specific product campaigns to ensure CC is equipped to manage surges in workflow.
• Overlook contact centre lead collection activities. Track & drive the team to achieve PTP and payment collection targets as support to the collection team.
• Preparing & maintaining lead/service related records and MIS required for monitoring CC effectiveness.
• Work with the outsourced MIS resource to trigger CC dashboards.
• Will work 6 days a wk. All Sunday offs.
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