Duties and Responsibilities include but are not subject to:
Management of Call Traffic, congestion free call center access via coordination with Technical Teams
Manage Outsourced Call Centers on Traffic Flow and Impact analysis shift management at partner location
Develop Call Process Failures Identification indices
Create a tracking and monitoring process for SLAs and Budgetary adherence
Non Performance Voice
Create an effective service recovery framework and quality of resolution
Operationalise a segmented service recovery framework across segments
Effecting Service Recovery pack after a Customer impacting outage as per pre-approved Packs
Adhere to all regulatory norms, and prevent exposure, Penalties or backlash from regulator
Complaint Reduction
Deploy a robust complaint management structure and close looping; Increase on call resolution and reduce the number of referrals to the back office
Implement framework to track performance on complaint management
Drive a culture of prevention is better than cure

Key Skills
Proven ability to analyze complex business issues and identify, design and implement effective practical recommendations
Excellent knowledge of Customer Experience
Ability to work under high stress with short term targets/objectives and manage multiple projects simultaneously
IT literacy is a must to operate in a minimum supervision
Self-motivated, enthusiastic, energetic
Confident, assertive and Attention to detail
Approachable, Customer focused and Good communication skills
Good People, Motivation and Leadership skills