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Manpowergroup Services India
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Sr. Executive - Retention & Activation

Sr. Executive - Retention & Activation

Manpowergroup Services India

2 - 7 years

1 - 5 Lacs

Gurugram

Posted:1 day ago| Platform:

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Skills Required

Customer Retention Engagement Customer Support Activation Customer Focus Retention

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Role Accountability

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

Preferred candidate profile

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

Technical Skills / Experience / Certifications

Knowledge of customer service processes

Competencies critical to the role

Stakeholder Management
Problem Solving
Process Orientation
Detail Orientation

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