At Renmoney, we believe finance should be simple, useful and accessible to everyone. That’s what makes us really passionate about leveraging data driven insights to help us understand you better and build useful financial products for your personal and business needs - like convenient loans to help you do more today, savings to keep you on track for your goals and investments that’ll generate more money for you.
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Provided operational and strategic leadership for a multidisciplinary contact center encompassing sales, customer service, and retention specialists.
Oversee the day-to-day running of the contact center, monitoring supervisors and their activities to ensure compliance to company processes and procedures
Responsible for developing and implementing contact center strategies and policies with a focus on efficiency and effectiveness, while reflecting industry best practice.
Responsible for improving contact center quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
Develop customer service procedures, policies and standards.
Interface with the other departments/teams to address issues that affect the contact center (sales and customer service).
Ensure customer satisfaction at each interaction, within a defined TAT, and create case studies to provide recommendations for service enhancement.
Monitor and maintain the quality of interaction with customers (Audits & Quality Improvements).
Maintain and improve contact center operations by monitoring system performance, system audits and analyses; managing system and process improvement and quality assurance programs.
Develop and maintain a robust internal quality framework with clearly defined and measurable criteria which ensures that all responses are of a high standard.
Devise and implement analytical frameworks to identify complaint trends, measure performance and capture issues from customer satisfaction surveys to drive and deliver continuous improvement in the business.
Provide team leadership and development through mentoring, manpower planning and skill set development
Requirements
Expert level experience in Customer Service and Relationship Management
Strong blend of analytical, decision-making and creative problem solving skills
Experience as a Manager of a business function for at least 5-6 years
Experience leading dynamic brainstorming sessions
Highly entrepreneurial. Very hands-on in defining objectives and producing deliverables in a fast-paced environment
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