Managing a team of inbound Client Service Executives and Client Service Coach,
Ensuring total customer satisfaction on every interaction handled by the team and curb escalations,
Managing key performance indicators for the team like average handling time, adherence, client experience metrics, sales, quality, digital migration, etc.
Providing timely resolution and customer communication on escalated cases,
Ensuring process efficiency by achieving nil defects and quality targets for the team,
Motivating and developing team members to meet & exceed unit targets on service, sales, and client experience parameters,
Managing referrals and request closure within timelines,