Customer Service & Analytics Manager at Lumos

Job Responsibilities

• Take full ownership of Incoming call center migration in-house
• Supervise and support and monitor the daily call flow into 180 Call center and the case flow into the Customer service support center on a day-to-day basis, keeping in mind the overall business objectives
• Demonstrate commitment, loyalty and an ability to work both as an enthusiastic team leader and a member
• Clear and concise dissemination of company information and processes to 180 & Service support center
• The incumbent’s ability is to be proactive and anticipate areas where assistance is needed key to the role function as well as the ability to demonstrate initiative
• Foster a cordial and fun team environment
• Demonstrate commitment, loyalty and an ability to work both as an enthusiastic team leader and a member
• Politely handle escalated customer concerns through diverse channels
• Ensure that customer details are fully updated on Salesforce in an end user friendly format
• Raise change requests for Salesforce with a goal to improve and simplify the UI/UX
• Supports all other departments within the organization by ensuring clear flow of Customer information
• Proactively anticipate areas where assistance is needed, as well as demonstrate initiative
• Perform C-Sat surveys on customers and initiate action plans for improvement based on feedback
• Seek to daily identify gaps and growing customer expectations to ensure an NPS score of 40+ is achieved and sustained
• Utilize Quality Assessor feedback to improve Qualitative performance of all CSS Reps
• Performance Management (Key Performance Indicators):
  • Call Center Operations - Quantitative & Qualitative
  • Quality Assurance management for customer interactions
  • Customer Feedback
  • Review KPIs to ensure alignment with companywide goals.
• Commitment to continuous improvement using data analytics
• Call Scripting of processes
• Monitoring of all Incoming and Outgoing contact center queues to ensure SLs & ALs are met
• Contact center Workforce planning.

Educational Qualifications & Functional / Technical Skills

• First degree in any discipline, Graduate / Post Graduate qualification
• Customer centric, Result oriented, Leadership quality, Energetic and Assertive
• Building of CRM Reports on Sales force
• Proficient with Excel, Word & Power point
• Team Player
• Relevant Industry Experience should have planning and organizing skills
• Good interpersonal skills
• Coaching and that would result in improved individual, team performance & Customer Experience
• Excellent presentation skills to Senior and Mid-level Management

Relevant Experience:

• 10 years+ work experience in managing contact center operations either in Telco or Renewable energy in a Managerial capacity
• Sales force CRM Knowledge is a must
• Understanding of Tikal Telephony system

Other Requirements:

• Strong problem-solving skills
• Good communications skills
• A high level of accuracy
• Attention to details
• Willingness to put in extra hours when required
• Weekend availability to physically manage the contact center is required