Manager – Site CC Lead

Job Description

Responsibilities

The incumbent will be responsible for end-to-end customer relationship journey & NPS (Managing all aspects of after-sales relationship post the booking stage through ensuring timely sale related documentation, collections, and resolution of customer issues)

• Financial
• Devise & distribute the collections targets basis the AOP projections
• Strategize the collection projections for the month
• Operational
• Monitor and supervise the daily activities of each team member to ensure adherence to internally defined SOPs and timelines
• Responsible for meeting the collection targets
• Monitor the daily grievances and escalations received from customers
• Ensure timely, accurate and satisfactory solutions are provided by team members to each of these queries
• Support team on difficult or new issues requiring expertise
• Mitigate escalated customer issues
• Coordinate with other functions to resolve customer issues
• Coordinate with various internal key functional teams to ensure that the collections are streamlined and can be brought in within the timelines
• Maintain a high Net Promoter Score from customers
• Site based customer engagement
• People
• Defines and sets work objectives for team members
• Balances work allocation in team
• Reviews tasks completed by team members and conduct regular performance reviews
• Completes performance appraisals of team
• Carries out team building & engagement activities
• Process Adherence & Improvement
• Identifies processes/procedures in own work area that need improvement
• Recommends process improvement ideas to streamline efficiency/costs/productivity
• Undertakes process improvement activities in own work area
• Complies with company defined guidelines and processes
• Adheres to project timelines

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