Summary of Job Objective & Description Job Objective: - • Ensuring the call center team provides quality service to all customers and proactively supports the business operations of the Taxi Business Unit. • To ensure that Shift are effectively managed in terms of Coordination with drivers, IT & others & achieve booking targets and keep high motivation level among Call centre Executives Job Description:- 1. To rigorously implement all operations and quality norms at the Call Centre 2. Coach, mentor and support CCEs to develop their skills & train them for handling Customer Queries and act as a role model for excellent behavior and performance 3. Ensure delivery of quality services to all customers at all times and handle customer escalations in a timely manner to the satisfaction of the customer 4. Manage & monitor daily rosters/shift execution & floor Mgmt, day to day activities of team, monitor team responses, regular briefings with Team Members & ensure team is updated. 5. Responsible for the performance management and competency building activities of the team & also Team management and control Attrition to ensure sufficient staffing for optimum productivity and minimum customer hold time. 6. To achieve monthly booking execution targets as per Quality Assurance parameters. 7. To coordinate with the Subscriber Management & Technology team for optimum operation level. 8. To conduct refresher training course for the CCEs for continuous up gradation of quality of CCEs. 9. To ensure generation of daily, weekly and monthly MIS and reports. Key Deliverables 1. Implement all Call Centre operations and quality norms 2. Delivery of Quality Services to Customers. 3. Daily Roistering & Floor Management 4. To ensure maximum revenue to Subscribers by executing monthly booking targets Briefly State the essential Candidate specifications; Knowledge, Skills, Abilities required to successfully perform the job 1. Good Knowledge of Call Centre Function 2. Analytical Skills & Convincing Ability & Customer Focus 3. Good communication, interpersonal & Team Management skills for dealing with Blue Collared Workforce as well as driver vendor organizations. 4. Good Market Knowledge for vehicle & transportation, geographical locations of the city. 5. Good Knowledge of Local Languages i.e. Read, write and Speak Local Languages. Internal / External Interactions -Both HIGH / MEDIUM / LOW Internal- Call Centre & QA Team, Subscriber Management, Customer Relations, Sales & Marketing & IT External- Customers & Subscribers Experience required [in years] 5-6 yrs (Experience of leading a Team in Call Centre Function in any international, Domestic BPO’s and existing Radio Taxi companies) Academic Qualification required-Graduate Specific Technical Qualification/Certification-Nil
Posted on: Thu, 22 Jan 2015 14:20:10 +0000
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