Customer Care Manager Complaints Desk Management

JOB DESCRIPTION Job Title: Customer Care Manager Complaints Desk Management Location: Bengaluru Department: Customer Care-Tanishq Reports To: Head-Customer Care Level: L5/L6 Job Overview: We are looking for a proactive Customer Care Manager - Complaints Desk to lead the eicient handling and resolution of customer complaints. This role involves overseeing workload distribution, improving turnaround times (TAT), ensuring high-quality complaint resolution, and implementing preventive measures. You will be responsible for maintaining performance standards and administering incentives to optimize team productivity. The ideal candidate would have demonstrated experience in managing large teams or call centres to ensure resolution of complaints within stipulated time and within quality standards. Key Responsibilities: ¢ ¢ ¢ ¢ Load Assessment and Capacity Planning: o Evaluate complaint volumes and manage capacity planning to ensure the team can eectively handle the workload. Incentive Administration: Develop and administer incentive programs that align with performance goals, o motivating the team to achieve optimal results. TAT (Turnaround Time) Optimization: o Continuously monitor and enhance complaint resolution processes to improve turnaround times while maintaining quality standards. Quality Assessment: Conduct regular quality assessments of the complaint-handling process to o ensure consistent, high-standard responses and resolutions. Schemes Refund Prevention: o Develop strategies to minimize refunds by identifying root causes of issues and proactively addressing them. Preventive Action Identication: o Analyze complaint trends and identify preventive actions that can be implemented to reduce future complaints and improve overall customer experience. ¢ Training and Development: Sensi¢vity: Internal o Oversee the continuous training and development of the complaints desk team to ensure they are equipped with the necessary skills and knowledge to deliver high-quality service. Qualications: ¢ ¢ Bachelors degree in Business Administration, Customer Service, or a related eld. 5+ years of experience in customer care or complaint resolution, with at least 2 years in a leadership role. ¢ ¢ ¢ ¢ Strong analytical skills and experience in data-driven decision-making. Excellent communication and interpersonal skills. Ability to manage and motivate a team to achieve performance goals. Experience in process optimization and capacity planning is a plus. Sensi¢vity: Internal