Lead, Customer Experience

Job Description

The role is responsible for the governance, managing the relationships, interface and process compliance of the 3 Call Center BPOs.

Ensure training of all customers facing staff by identifying frontline skill gaps/training needs based on laid down performance evaluation matrixes as well creating a seamless flow for resolving all Retailers and CP issues escalated to the Call Center.

Provides critical management reports and insights from customer feedback to influence overall customer and product strategies.

Drive governance of quality process with BPOs and ensure adherence to pre−defined quality delivery model.

BPO invoice validation to ensure appropriate bill is being remitted.

Responsibilities

Call Centre BPO Governance:

Call Centre Monitoring and governance to ensure proper implementation of CC strategies:

Inbound & Trade Operations.

High Value and Enterprise Desks.

Mass & Mid Value.

Close Loop and Outbound Operations.

Performance monitoring for CC KPI.

Adherence − SL, AHT, ABD, FTR, Repeat.

BPO invoice validation to ensure appropriate bill is being remitted.

Ensuring implementation and adherence to the Airtel code of Conduct.

Tracking the adherence level of all new launches changes in the CC and highlight visible gaps for improvement.

Monitoring BPO Quality of services through Quality scores and JKQ scores.

Monthly headcount monitoring.

Effective communication with Partners through information dissemination to the entire frontline via CCQA.

Single point contact for process owners - to communicate and implement processes

Call handling scripts - New / Modifications.

Execution of Customer Feedback campaigns from the various customer touch points; this provides business intelligence, competition intelligence etc., providing NPS and CSAT scores to help with process improvement in the CCs.

Communicate Business rules, policy change/modification etc.

Monthly meetings with the partners to review the KPIs, check progress on agreed deliverables as per previous MBRs.

Bi- Monthly focus group sessions with CC agents for process correction and clarification based on VOC.

Continuous Call Centre improvement

Industries:Telecommunications

Function: Others