AxisPhone:Client Experience Manager

• Improving performance of bottom quartile employees / outliers on key performance indicators like Quality, AHT (Average Handling Time), Sales, NPS (Net Promoter Score), RSAT (Representative Satisfaction), etc.
• Identifying key opportunities from customer feedback (detractors on customer surveys) and using them for process and performance improvement
• Tracking the trend of behavioural complaints for the location, conducting a root-cause analysis, and sharing feedback with relevant stakeholders
• Ensuring minimum errors i.e., optimum quality of customer interactions and tracking quality scores for the location
• Handling behaviour-induced performance improvement plan
• Allocating and tracking quality evaluations to supervisors and coaches across the location
• Tracking closure of escalations and inventory governance for the location
• Publishing (to key stakeholders) appreciation emails received from customers
• Client Experience management and Service recovery on Location Escalations
• Studying, improvising and Representing the Client Experience Metrics for the location

- Strong verbal and written communication skills,
- Proficient in Microsoft Office with an emphasis on MS PowerPoint and MS Excel,
- Result orientation,
- Problem solving skills,

- Excellent Report reading and analytical skills.
- Planning and Organizing,
- Stakeholder Management,
- Teamwork