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Executive - Retention & Activation, Onboarding

Executive - Retention & Activation, Onboarding

1 - 3 years

|

3 - 5 Lacs

Posted:1 day ago| Platform:

Apply

Skills Required

outbound process orientation compliance process documentation process improvement wellness customer service medical insurance customer experience stakeholder management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Provide servicing to customers ensuring optimum service levels to enhance customer experience
Achieve targets on a daily basis like AHT, Productivity, Cross sell (S2S), retention, First call resolution, Voice call quality, CSAT, ensuring compliance to business policy, processes and procedures
Provide real-time inputs and raise red flags on process gaps, ensuring minimal repeated errors on escalations
Ensure maintenance of TAT of resolution across sub-processes
Ensure process documentation and compliance adherence

Measures of Success

FRT(First Response Time) Rate
Real time resolution rate
Quality, Productivity with accuracy, Adherence to Process TATs, Zero Avoidable Escalation
Process Improvement through RPA
Schedule adherence
AHT Productivity
Process Adherence as per MOU

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