Senior Manager - Customer Centric

Key responsibilities

• Customer Experience Management:

• Oversee the customer experience strategy to ensure all customer touchpoints align with company standards for satisfaction and engagement.
• Develop and implement initiatives to enhance the overall customer journey and increase customer loyalty.

• Escalation Desk (Calls and Emails) Management:

• Manage the escalation desk, handling critical and high-priority customer issues via calls and emails.
• Ensure timely and efficient resolution of escalated cases while maintaining a high level of professionalism and customer satisfaction.
• Collaborate with cross-functional teams to resolve complex issues and prevent recurrence. 

• Audit and Evaluation:

• Conduct comprehensive audits of voice calls, emails, and business processes to assess adherence to quality standards.
• Analyse customer interactions and identify opportunities for improvement in communication effectiveness, accuracy, and customer satisfaction.

• Quality Standards Compliance:

• Ensure compliance with organizational policies, industry regulations, and best practices.
• Develop and maintain a thorough understanding of quality standards and implement measures to achieve and exceed benchmarks.

• Feedback and Reporting:

• Provide constructive feedback to customer service representatives, communication teams, and other relevant stakeholders based on audit findings.
• Generate regular reports highlighting key performance indicators and areas requiring attention.

• Training and Development:

• Collaborate with training teams to develop and deliver targeted training programs based on identified quality gaps.
• Assist in the continuous development of training materials to address evolving quality standards.

• Process Improvement:

• Work closely with process owners and stakeholders to identify and implement process improvements.
• Recommend and support the implementation of corrective actions to address quality deficiencies.

• Documentation:

• Maintain accurate and detailed records of audit findings, feedback, and corrective actions.
• Develop and update documentation related to quality standards and procedures.

• Cross-functional Collaboration:

• Collaborate with various departments, including customer service, operations, and training, to ensure a unified approach to quality improvement.
• Participate in cross-functional meetings to address quality-related issues.

Critical Skills:

Functional Skills

• Excellent communication skills, both written and verbal 
• Attention to detail and ability to multitask.
• Familiarity with quality management tools and methodologies.
• Proficiency in using relevant software and systems for monitoring and evaluation.
• Excellent analytical and problem-solving skills.
• Certification in quality management or related field is a plus.
• Must have in-depth knowledge of and passion for customer satisfaction.