1. PRINCIPLE ACCOUNTABILITIES
List the expected end results that must be achieved in order to fulfil your job purpose and the activities that help in achieving these results.
EXPECTED END RESULTS MAJOR ACTIVITIES
Ensure Positive Customer Experience and
Retention
• Monitoring individual and team performance.
• Provide real time feedback to ensure service quality.
• Support the agents in operation by providing necessary service and process
knowledge.
• Attend customers to solve critical issues when agents require.
• Management by walking around as per floor responsibilities.
Provide necessary supports for Efficient
Business Operation
• Provide necessary Support for smooth floor operation round the clock by rotation
and adhere to the scheduled activity as planned.
• Ensure smooth flow of information among team.
• Follow-up on the adherence and timeliness of the agents to ensure optimum
utilization of human resources.
• Conduct quality audit of the team members’ service delivery and take follow-up
actions by Weekly/Monthly performance evaluation.
• Escalate critical issues/complaints to the concern dept/team.
• Co-ordination with other department to solve issues in the earliest possible time.
• Help support units in quick trouble shooting on system, tools and administrative
issues.
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2. Motivate and inspire a team of 25 to achieve
business goal
• Guide, coach and help the team to deliver improved customer service.
• Monthly 1to1 dialogue and provide feedback on performance.
• Arrange Team Meeting to share success, operational updates & challenges.
• Develop the team members through coaching, follow-up individual and team KPIs.
• Create energy among teams through recognition, appreciation and teambuilding
activities.
• Enabling staff
Ensure Revenue Generation of the team • Ensure sales and dissemination information through inbound and outbound
contacts.
• Help agents to apply the right sales techniques and ensure proactive sales by
developing sales mindset.
• Ensure proper follow-up and feedback related to sales.
Provide support to Process and people
development
• Be part of the recruitment process of Contact Center, act as an assessor in the
interview sessions, and also conduct other evaluations as required.
• Provide necessary HR and administrative supports to the agents.
• Involve in the different projects and development initiatives relevant to CS.
• Training Need Analysis and recommend training to enhance job knowledge.
• Involvement in active training session for staff development.
• Participate in FGD and gather query through continuous customer feedback for
development of products and offer.
• Giving Inputs on Service modality development and simplification.
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