Job Description

AM CX will administer the company’s Customers Retention department, lead a team of Executives & Sr. Executives, and report in to Manager (CX)

• ü Performance Management ensuring achievement of daily targets and adherence to SLAs.
• ü Strong people Management & Presenting skills.
• ü Strong Intra-department relationship skills
• ü To be able to handle multiple teams like (CR, Call Centre Email Process)
• ü Handling escalated, sensitive cases (when required), amicably closing with the customer.
• ü Target setting for the team
• ü Ensuring thorough knowledge of process related details.
• ü Provide feedback and coaching for all team members as call and email quality/Process Updates/Organizational updates.
• ü Updating statistical performance of the team for the previous day/ week.
• ü Organizing Motivational activities like team party, team outing, fun activities, playing games, team building exercises. 
• ü Measuring performance of the team through performance appraisals and responsible for team motivation and retention.
• ü Grooming and mentoring the DRs to handle more responsibility.
• ü Regularly assessing training needs and impart training to fill gaps in performance.
• ü Conducting regular briefings for the team to discuss performance, Organizational policies and process updates.
• ü Taking disciplinary action or issue a Corrective Action Policy (CAP) letters as per the HR policy & requirements.
• ü Tracking and maintenance of the database
• ü Assisting in preparing data weekly deck.

Skills Required

• Communication