Business Analyst – Digital business - Manager - Call Center- Mumbai
Job Description:
o Responsible for the quality, performance, efficiency, and training of the call centre team.
o Set goals and provide the enablers to achieve the goals
o Analyse and set the quality parameters and metrics for performance measurement like calls left waiting, calls missed etc. & to ensure high FTR ratios.
o Continuous training and orientation of the Agents
o Liaison with the internal teams for the processes which are run by CC
o Regular MIS and monthly Dashboard maintenance for review with Customer Service Head
o Regular information dissemination for the updates and process changes which are directly or indirectly impacting the calls flow
o Proactive analysis of the queries and requests to ensure the decrease of the repetitive nature
o Be proactive in identifying and resolving the issues faced by the CC team.
o Own and manage other channels of communication with customer regarding queries, requests and complaints – including WhatsApp, Customer App, Website, Email
o Drive proactive dissemination of information to the customer at the right points over online channels during their lifecycle to minimize need for contact – identify relevant episodes and communication required
Key Skills :
Company Profile
It is an leading Global investment --- firm dedicated to delivering an investment experience that helps people get more out of life.
Global Presence
- Portfolio managers, analysts and researchers across North America, Asia-Pacific and Europe
- On-the-ground presence in more than 20 countries, serving clients in more than 120 countries
- More than more than 8,500 employees worldwide
Organizational Strength
- One of the world’s leading independent global investment --- firm
- USD 1.7 trillion in ---s under --- around the globe
- Dedicated investment professionals
- Publicly traded on NYSE, S&P 500 constituent
- Solid financials, investment grade debt rating, strong balance sheet
- Objective investment perspective and industry voice
Apply Now
- Interested candidates are requested to apply for this job.
- Recruiters will evaluate your candidature and will get in touch with you.