About the role
Responsible for managing a team of 70-100 officers & 6-7 Team leaders handling inbound calls in Retail Liabilities
Responsible for Recruitment and People retention
Manage Team to deliver on Quality, Call productivity, Sales, and Shrinkage as per the defined benchmarks
Plan and Manage Service Level including forecasting, rostering, etc
Manage and Deliver on business metrics – SLA, Sales, AHT, Quality, Staffing, etc
Liaise with other teams to understand business impact factors, bring efficiency in the processes and resolve issue-based situations
Manage Floor to monitor discipline on floor, resolve officer’s queries to assist customers, raise issues to respective dept. for resolution, update officers on process/product updates, workstation availability, shrinkage, etc.
Manage escalated customer calls (complaints) with end-to-end resolution