Assistant Manager - Customer Care

• Team Handling - He/she should have experience of team handling.
• Ensure adherence to documented processes, procedures and controls
• Liaise with other support units in Home Office (such as Operations, Products, Actuaries, Finance, Admin, IT) to address the team issues and resolved
• Publish MIS and Dashboards
• WIP management
• Able to make MBR Report (Monthly Business review)
• Track team activity daily and address the team issue.
• Maintain the team performance with NPS and accuracy score.

Measure of Success

• Customer satisfaction scores
• Agent satisfaction scores
• TAT of Customer/Agent query resolution as per defined SLA
• 100% compliance to standards.

Desired qualifications and experience

• Graduate with 3 years experience in operations / customer service

Knowledge and skills required

• Customer centricity
• Excellent communication skills
• Good command on excel
• Basic analytical skills