Manager - HR at House Of Diagnostics
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House Of Diagnostics - Manager/Senior Manager - Customer Experience (8-12 yrs)
- Day-to-day supervision of executives and team leaders.
- Monitor and improve Indicators like SLA, Average Call Handling Time, Average Response Time, Average Waiting time, Abandonment Rate to ensure Customer Satisfaction.
- Liaise with other departments for customer complaints and queries to ensure customer satisfaction.
- Manage and maintain equipment's and software and contact the technical departments to resolve issues to ensure smooth functioning of Department.
- Review and analyse complaints and work to improve training methods with individual agents and improve processes, when necessary.
- Manage employees- grievances and promote a collaborative & supportive work culture within the department.
- Recruitment of Staffs.
- Induction Training- Plan and implement a detailed Induction Training- Classroom Training and on the job training.
- Improvement in MOM sales by 10%.
- Improvement in conversion percentage of Agents.
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