amplifon - Gurgaon, Haryana, India | 2024-08-01 07:58:17

We are working for a Contact Center Team Lead to hire in Marketing Team.

The person, reporting to the India Contact Center Manager, will be responsible for managing all activities related to the management of the call center.

KEY RESPONSIBILITIES

• Managing, handling, and grooming the Client Relationship Executive Team.
• Understanding CRE`s strength and weaknesses and addressing areas of improvement with a solution plan and bringing out the best in the CRE’s to achieve maximum performance and keeping team motivated.
• Ensuring retention of the existing team and being involved in the hiring of new CRE’s.
• Responsible to drive footfall (client retention & recall) and delivering business from the vertical.
• Managing the fair and consistent application of performance management and disciplinary measures as necessary
• Compiling reports on team’s performance and customer feedback.
• Customer Grievance management
• Managing complete floor operations as per the defined protocol on a day to day basis.
• Monitoring calls, being a coach and sharing feedback, to ensure delivery of the defined customer experience in every call.
• Contributing in various activities to improve customers experience like Customer feedback management (Net Promoter Score and Customer satisfaction score).
• Compiling, analyzing and sharing reports on team’s performance and customer feedback.
• Conducting performance appraisals and development plans for the team.

ABOUT YOU

• Minimum Educational Qualification: MBA or an equivalent degree
• Minimum 3 years experience
• Ensuring client retention and satisfaction through the Client Relationship Executives
• Training, equipping & supporting the team to handle day to day operations on the floor
• Creating effective scripts for various follow ups on different stages of Customer journey
• Delivering Effective Voice trainings to team

As an employer that embraces Equal Opportunity and promotes inclusion and diversity, we encourage people of all ages and backgrounds to apply.

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