Manager - Call Centre / Customer Service

Job description

**Role & responsibilities** : 1. Budget Planning, Efficient and Effective utilization of CAPEX, OPEX and other resources. 2. Ownership of all areas and achieving desire performance. 3. Monitoring of all operational activities pertaining to FE Customer Connect, Digital modes & Cashier. 4. Customer relationship management and delight. 5. Interact and collaborate with all relevant departments to propose and implement solutions to customer challenges. 6. Manage and coordinate promotions for all digital and other modes of communication to internal as well as external stakeholders. 7. Responsible for designing and implementing improved processes and operational policies. 8. Monitoring and reply of customer complaints /letters /emails. 9. Responsible to provide various reports and data to MSEDCL, Management and statutory bodies with details justification if required. 10. Liaison with internal and external Auditors. 11. Supporting the team in resolving escalated issued or complaints and ensure prompt turnaround for all service requests. 12. Monitoring of day-to-day Departmental activities and departmental Performance parameters. 13. Validation of documents and release of Service entry sheet as per release strategy. 14. Identification and updating applicable legal requirement & Monitoring compliances. 15. Liaisoning and Co-ordination with local authorities, Government Agencies, and internal departments. 16. Resolution of conflict/grievances as an when arise. 17. Ensuring and promoting workers participation and consultation in OH&S related matters. 18. Conduct regular safety meetings with employees and contractor workers to review safety conditions and culture. 19. Propose management of change as per MOC Procedure. 20. Periodically review and update HIRA in consultation with respective stakeholder. 21. Ensure communication of objectives and performance trends to relevant interested party. 22. Ensure OH&S Policy and other relevant policies are communicated and understood by all the personnel (Road Safety, Health and Wellbeing Policy, Fire, and safety policy etc.). 23. Creating, updating and control of documented information (Guidelines, Operation control procedures (OCPs), Checklist etc.). 24. Monitor Adherence to Safety Procedures /Guidelines/ Dos and Don'ts/ OCPs for employees. 25. Evaluate competency/ skill requirements of persons, identify training need and prepare training plan. 26. Providing the various training (including OH&S) to employees, Monitoring of training effectiveness. 27. Conduct root cause analysis of non-conformance and identify corrective/ preventive action. 28. Ensure effective implementation of environmental management system at department level. 29. Supporting other relevant management roles to demonstrate their leadership as it applies to their areas of responsibility. **Preferred candidate profile** : - Handled Call Centre (Voice & Email). - Handled Complaint, Request & closure in co-ordination with operations . - Should have experience in Digital customer touch points : WhatsApp, Mobile App, Website, Twitter, etc. - Handled Physical Customer Care Centres. - Able to handle Escalations.