25/03
Sakshi Goyal
AVP - People & Culture at Credit Saison India
AVP - People & Culture at Credit Saison India
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Credit Saison - Manager - Customer Experience/Telecalling (5-8 yrs)
About Credit Saison :
- Credit Saison is a Japanese MNC that has setup a lending business here in India. Through its NBFC here in India, that is primarily focused on unsecured lending to Consumer and SME, Credit Saison is looking to replicate its success in Japan in the Indian Market.
- The India team consists of leaders from India's biggest fintech success stories over the past 5 years. Credit Saison (India) aims to create the next wave in the fintech in India. We will build a world class, cutting-edge technology platforms for the global vision and expansion of the company. This will be a high-performance enabled work culture, career focused and with the aim of changing/aiding the growth of this sector.
- We are on to something big, come be part of this journey
- We are looking for a suitable CV for a role in CX and Quality.
Below mentioned are a few KRAs for this role :
- Manage a team of tele-calling executives to drive and meet sales targets for conversions.
- Tracking daily productivity, time scheduling (idle time).
- Tracking and Monitoring the leads conversion funnel and by TC.
- Regular training sessions for Product and Process for TC's on a continuous basis.
- Monitor call quality and productivity of team members and work on continuous improvement of the same.
- Identify insights from customer communications to feed into product roadmap of the organization.
- Use analytical tools to monitor user growth, identify and solve key bottlenecks in the process to increase user base.
- Strong understanding of call center, email management and other customer support touchpoint management.
- Customer Experience, Handling the customers
- Understanding of Quality management for Service delivery.
- Vendor management
- Reports and MIS management.
- Communication Management.
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