Job Position : Sr.Manager /AVP - Customer Service

Job Description :

Strategize and implement continues process improvements which results in Quality and cost efficiency
•Understand people motivation and create positive environment that promotes higher motivation Built
•Manages performance and behavior of CRO’s through effective meetings, coaching, and mentorship.
•Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.
•Managing 100% compliance, process adherence and Team Targets
•Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement.
•Ensures that Associates have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience.
•Strategize workforce management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.
•Manages schedules, monitors adherence, time-off planning, and attendance
•Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.

Skills
•Must have Progressive experience in managing a Customer service division / setup (at least 200 Plus) in Domestic Banking or Insurance sales
•Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment
•Ability to maintain composure in critical situations and communicate clearly with the stakeholders
•Demonstrates ability to analyze data, using the data to drive decision making
•Fosters a positive team environment and collaboration within the Site
•Easily approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers
•Demonstrates effective, clear and professional written and oral communication
•Strong prioritization and time management skills, with a high degree of flexibility
•Ability to embrace constant change with flexibility and good grace
•Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.

Company Name : Client of Symmetrical

Location : Chennai

Job Code : HR/SGS/614

Experience : 8

Job Salary

Last Date To Apply : 15.4.2015

Posted on : 23.3.2015