Senior Executive - Customer Experience Cum Data Analysis
Customer Service / Public Relations / Call Center
About the Employer
Job Description
Senior Executive – Customer Experience Cum Data Analysis
Job Role:
- Monitor outbound contact center performance, ensuring customer assistance when necessary.
- Take ownership of escalations, coordinating with relevant parties until resolution.
- Evaluate call quality, provide feedback, and support team development.
- Conduct product and service training sessions as needed.
- Collaborate with management to support informed decision-making.
- Achieve team KPIs, meet SLAs, and fulfill responsibilities efficiently.
- Analyze and present weekly/monthly performance reports.
- Conduct gap and trend analyses to improve customer experiences.
- Utilize data to forecast and support strategic decision-making.
- Propose initiatives based on identified trends and gaps.
- Implement corrective and preventive actions when required.
- Collaborate across departments to analyze customer profiles and behavior.
- Monitor customer feedback and align initiatives with customer expectations.
- Suggest proactive improvements to enhance the customer journey.
- Maintain accurate and diligent data reporting.
Job Pre-Requisites:
- Bachelor's degree or equivalent qualification in Business Management.
- Professional certifications in Customer Experience are an added advantage.
- Minimum of 4 years of experience in a contact center, preferably in a similar capacity.
- Prior experience in the insurance industry is advantageous.
- Proven experience in managing and developing a team.
- Proficiency in MS Office applications is essential.
If you believe you are the right person we are looking for, forward your complete resume together with contact numbers and the names of two non-related referees to reach us within 10 days of this advertisement by email to [email protected] (State the position applied on the subject line).
