Service Head - Virtual (Sr. Manager)
Published date: 2024/01/10
- Location: Noida, Uttar Pradesh, India
Stakeholder Management
• Customer satisfaction as per the business requirement
• KPIs for the team like average handling time (AHT), adherence, client experience metrics, sales, quality, digital migration, etc.
• Ensuring timely resolution and customer communication on escalated cases,
• Contributing to process efficiency
• Representing the cluster in various forums
• Motivating and developing teams to meet and exceed unit targets on service, sales, and client experience parameters,
• Managing referrals and sales goals set as per targets,
• Managing escalations / complaints and client experience,
• Governing adherence to compliance and information security requirements on service and sales,
• Managing overall performance of the teams assigned,
• Mentoring and coaching the Supervisors and Coaches for performance and behavioral gaps,
• Managing the bottom quartile delivery,
• Managing administrative activities for the teams,
• Attending meetings and reviews to represent the cluster delivery,
• Managing discipline on the production of the teams,
• Conducting performance appraisals as per company timelines and guidelines,
• Managing the hiring, training and the onboarding requirements for the business,
• Ensuring smooth functioning of the operations on the floor
• Customer satisfaction as per the business requirement
• KPIs for the team like average handling time (AHT), adherence, client experience metrics, sales, quality, digital migration, etc.
• Ensuring timely resolution and customer communication on escalated cases,
• Contributing to process efficiency
• Representing the cluster in various forums
• Motivating and developing teams to meet and exceed unit targets on service, sales, and client experience parameters,
• Managing referrals and sales goals set as per targets,
• Managing escalations / complaints and client experience,
• Governing adherence to compliance and information security requirements on service and sales,
• Managing overall performance of the teams assigned,
• Mentoring and coaching the Supervisors and Coaches for performance and behavioral gaps,
• Managing the bottom quartile delivery,
• Managing administrative activities for the teams,
• Attending meetings and reviews to represent the cluster delivery,
• Managing discipline on the production of the teams,
• Conducting performance appraisals as per company timelines and guidelines,
• Managing the hiring, training and the onboarding requirements for the business,
• Ensuring smooth functioning of the operations on the floor
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