Staffwise

· Core function: monitor different specialization Teams handling outbound activity across the various lifecycle stages: onboarding, recoveries, win backs and upsell/cross sell as well as surveys/market research.

· Monitor Teams productivity in real-time via CMS to ensure delivery.

· Motivate Staff to perform and achieve their Performance and Efficiency KPIs through various methods: effective leadership, coaching and available incentives/schemes.

· Assist in troubleshooting and resolving customer complaints from CVM activities.

· Handle escalated CVM campaign queries.

· Evaluate and recommend process efficiencies and procedures for customer retention.

· Support the daily offer provisioning process.

· Crediting: carry out use approved credit processes for Campaigns (with support/vetting from CVM Specialist)

· Provisioning: as per approved Canvas and Above The Line Campaigns (with support/vetting from CVM Specialist)

· Quality Assurance: provide weekly/monthly quality assurance for Outbound Teams

· Back-Office Support for Campaigns for queries, complaints and/or customer feedback from CVM campaigns

· Technical Support to Teams working onsite in relation to CMS connectivity.

· Market Research: conduct outbound surveys for various CLM (New News, Churn/Dormancy, etc.) in coordination with Outbound Supervisor and internal Stakeholders (CII/MAH Research)

· Monitoring & Reporting: data extraction and input support to CVM function

· Input reporting stats to relevant reports/dashboards.

· Check schedule adherence and attendance to manage Agents making calls in real-time.

· Data entry and acquisition through various market research tools/modes

· Gather customer feedback from systems for use in decision-making.

· Be the First Line of disciplinary action for Agents’ cases going against any SOPs or Policies, with the support of the Line Manager

· Any duties as prescribed by the Line Manager within the scope of CVM Campaign

· Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members.

· Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed, as per cross-functional skill development activities oriented to impact the retention effort.

· Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met.

· Implement reward schemes towards performance.

· Implement successful change initiatives, plan and ensure optimal resource.

 

· Excellent communications skills

· Strong interpersonal skills

· Technical knowledge

· Knowledge of customer care policies and procedures

 

· Bachelors’ Degree: Marketing and Sales

· Minimum of 3 years’ experience in Customer retention, Customer Service or Sales role