Customer Contact Comms Senior Analyst-Voice

Skill required: Omnichannel - Customer Communications

Designation: Customer Contact Comms Senior Analyst

Qualifications:Any Graduation

Years of Experience:5 to 8 years

What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.Candidate who is good in email and chat process, who is good in typing is what is preferred hereCustomer communications are interactions between customers and businesses using various channels spanning digital and in person touchpoints. Customer communications can happen over the phone, via text, over chat, or face to face. Team lead will be responsible for management of a team and continuously strives to enhance operating practices and deliver value added opportunities to optimize the effective provision of client service. Team lead will work as part of the management team striving to meet all SLAs, targets and objectives through effective staff management

What are we looking for "Have supervisory knowledge or significant specialist skills have client stakeholder experience and are responsible for managing the team s workload distribution, ensuring that all metrics are met, and issues are escalated.People managementDrives issues to resolution and good problem-solving skillsGood interpersonal skillsGood administration skillsComfortable with responding to requests from all levels of the organizationTeam PlayerPositive MindsetPlanning Organisation skillsMotivation Skills""Prior international BPO work experience in team management role is mandatory (minimum with 2-3 years of Team lead experience )""Call handling skills (handling complex escalated calls)Supports Client organisation, both on-shore and off-shore Teams, Customer Relationship team and retained client organisation24*7Flexible to Travel onshore if requiredAble to work on a flexible basis as determined by the business needs""Prior international BPO work experience in team management role is mandatory (minimum with 2-3 years of Team lead experience )"

Roles and Responsibilities: "Operational ResponsibilitiesManage Operations from process measurement standpointMaintain regular communications with team on departmental and individual level performance expectationsWork with client/Account Executive/Onshore team to define process and proceduresSet and assess representatives performance expectations and performance, and create individual action plans and provide constructive feedback on performance to individuals on a regular basisConduct briefings and team meetings for team status updates, Process updates, policy and procedures change, etc.Ensure performance and attendance issues and addressed promptly and consistently.Assist with scheduling and forecasting of staff to maintain optimal service providedDevelop reward and recognition programs for teamsManage escalated customer enquiries / complaintsStrong analytical and data management skillsAnalyse and propose process improvements consistentlyStrong focus on peopleShare best practices across the process facilitate process improvements/cost reduction initiativesInteract and build a rapport with the respective onshore people and other stake holders to effectively manage process changes / metricsDrive Business Excellence""Direct reports:Level 11 to Level 13Strong leadership and management abilityDetermine training needs for the team membersCoach individuals on performance improvement tactics while providing positive feedback to those performing above expectations""Client Relationship BuildingDrive productivity in the respective processManaging day-to-day operations based on SLAsEnsures seamless delivery of services and manages all aspects of operational team"
 Qualification Any Graduation