Team Lead - Customer Experience

Mosaic Wellness

4 - 9 years

6 - 10 Lacs

mumbai

Posted:1 week ago| Platform:

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Skills Required

automation performance management social media customer service manager quality control windows microsoft business intelligence crm six sigma

Work Mode

Work from Office

Job Type

Full Time

Job Description

Develop and manage key performance indicators; communicate out performance and process improvements based on fact-based business intelligence.
Identify, develop, and drive plans to ensure the Customer happiness team is meeting all performance related metrics (e.g. Csat, FCR, Resolution time, Query% Reduction, Escalations etc.).
Responsible for creating and delivering the Inhouse CHT performance reports; collecting, analyzing, and summarizing data, identifying trends and creating appropriate action plans.
Monitor and track the Social media performance with respect to FRTs, Csat, Escalations and Quirky/Crips responses.
Coordinate with Logistic, Doctor Team & Tech for the closure of the cases.
Drive Customer Delight projects and re-engineer the SOPs.
Drive a comprehensive Voice of the Customer strategy and define methods to align VOC insights with in-depth customer analyses in order to better understand and predict consumer behavior.
Participate in daily & weekly meetings, address key performance concerns, and follow up on action the action plans to drive the performance.
Knowledge management for the team and quality control.
Innovate, design, develop, and implement processes, systems, and technology to support and
enhance the process.
Supervise and work closely with the LOB team to monitor performance and resolve ops issues.
Ensuring continuous adherence to existing guidelines on various aspects of delivery, response to internal clients, mail etiquettes.
Organize and coordinate the training programs for new hires and refresher customer service training programs.
Work with Inhouse Supervisors & Team members to ensure escalated cases are closed on priority and learnings are implemented in the SOPs
Develop SOP and Ops Excellence framework.
Apply performance management strategies - action plans, BQ planning

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