Entrepreneur Facilitation Anchor Job in Deasra Foundation

Responsibilities:

• Play a direct role in shaping the customer experience of the platform and drive obsession with customer experience. Owns the KRA achievement of the entire facilitation function on conversion, call quality, system data accuracy, QoS (along with SPE POCs), hiring, training. Perform daily and weekly performance checks to ensure targets and goals are achieved.
• Set up team KRA s, work with the team to improve their KRA performance, work on their development goals, keep the team motivated, hiring and training as required, make sure infrastructure and tools are available, provide answers on call queries.
• Take the lead on designing processes, ownership of end-to-end implementation, ensuring streamlined delivery process as defined by the Facilitator Process Management team.
• Invent/discover new channels and methods to improve customer satisfaction, conversion, engagement & business success. Work on the hardest problems of our customers to ensure maximum resolutions at high satisfaction in minimum time by structurally solving bad experiences for our users.
• Collects and provides feedback derived on-field to the Product Management on new requirements for offerings such as; features, content updates, resources, services. Contribute to strategy, provide visibility to management on status, corrective measures and experiments regularly.

Qualifications and Skills:

• Customer Satisfaction Focus:Ability to listen with active problem-solving skills, quick query response and resolution.
• Communication Skills:Excellent communication skills/English speaking abilities/ Interpersonal skills.
• Leadership Experience: >3 years of relevant experience as the team lead of relationship managers, working in a call based contact centre. With proven people leadership experience.
• Technology Exposure:Excellent skills in MS Office Word, Advanced Excel eg V LookUp, Powerpoint, GSuite of applications, must have used some CRM system, must be comfortable with tech apps and online software, is active on social channels.
• Project management:Excellent detail & structured orientation, is able to multitask, ability to analyze large amounts of data and make data-based decisions.