|Ability to lead the team of customer experience coaches who are responsible to assess agents performance & behavior in the business, and to coach, counsel & train the agents to facilitate a high level of customer service
Interact with Resolution Specialist Managers and Area managers to identify and develop solutions/messaging for specific customer support issues
Should have good understanding of the policies and procedures of the segment
Perform regular audit & feedback in order to ensure consistency in the audits done by coaches across segment
Organize inter-site, intra-site call - chat calibrations and also ensure team stays calibrated with 3rd party Audit body - Allsec with help of Allsec program manager
Executive level presentation skills
Outstanding communication and problem-solving skills
Ability to prioritize and complete task and initiatives within tight time lines to meet business needs
Strong partnership with AMs and RSMs to ensure success of each plan of action for enhancement of customer experience on each contact
Be the SPOC for all escalations related to process, policies and procedures followed or not followed as per call observations
Ensure effective content creation and delivery of Vitality Training and need based training for the teams on floor through CEC team
Liaison with CEC managers PAN India for standardization in coaching, training and process adherence including Alert actioning
Ensure clear desk policy is followed with help of organizing random audits through Coaches
Drive rigorous hygiene compliance on the floor
Drive effective Focus Group Management
Get weekly training and coaching plan documented and shared by CECs
Analyze the coaching, training needs of the floor & support CECs in delivery
Plan & run campaigns to drive awareness/improvements on Compliance, Communication & Process
|As per Industry standards|
|Keywords||escalations customer experience Customer Experience Manager Customer Experience Coach Quality coach technical experience coach|
Dell International Services India Private Limited
|Job Posted||2019-01-28 00:02:40.0|
|Reference||CEC Manager- R88780|
To Apply, please click the below link:
Company Website: .
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