o Responsible for the quality, performance, efficiency, and training of the call centre team.o Set goals and provide the enablers to achieve the goalso Analyse and set the quality parameters and metrics for performance measurement like calls left waiting, calls missed etc. & to ensure high FTR ratios.o Continuous training and orientation of the Agentso Liaison with the internal teams for the processes which are run by CCo Regular MIS and monthly Dashboard maintenance for review with Customer Service Heado Regular information dissemination for the updates and process changes which are directly or indirectly impacting the calls flowo Proactive analysis of the queries and requests to ensure the decrease of the repetitive natureo Be proactive in identifying and resolving the issues faced by the CC team.o Own and manage other channels of communication with customer regarding queries, requests and complaints – including WhatsApp, Customer App, Website, Emailo Drive proactive dissemination of information to the customer at the right points over online channels during their lifecycle to minimize need for contact – identify relevant episodes and communication required
