Canara Robeco - Manager - Customer Service

A person with a digital bend of mind to understand digital offerings/ Branch Functionality and Contact Centre. (Inbound/ Outbound and Email teams). Provide hands-on coaching and training to team members to develop their skills PAN India at Branches/Contact Centre. Sound understanding of regulatory changes, share communication with leads and monitor performance metrics. Hands on experience to handle Regulatory/ Nonregulatory / Social Media Complaints. Manage end-of-the-end activities and work towards enriching customer experience at Contact Centre which includes Service Level monitoring, TATs, Agent Productivity, workload balancing and being a part of recruitment process. Responsible for Managing Quality and Monitoring at Contact Centre. Ability to run value added service campaign independently. Conduct Internal Audits at branches. Identify opportunities for process improvements and work with management to implement changes. Analytical bend of mind to make departmental MIS and sharing insights. Should be a team player to co-ordinate with multiple departments for seamless customer experiences. Energetic Individual who is willing to take on new challenges and work in an evolving environment. Strong communication, problem-solving, and decision-making skills. (ref:iimjobs.com) Show more Show less