JOB DESCRIPTION- Key Account Manager/

, you will be responsible for planning and implementing strategies and operations of our outsourced customer experience centers.

You will ensure system and process functionality and productivity. In addition, you will manage your staff and work closely with other departments at the company.

Duties and responsibilities:

Manage the call center to achieve quantitative and qualitative objectives.
Track and measure productivity and compare to benchmarks.
Ensure Sustainability of Operations
Sole Guardian of Supr Daily’s Process

KAM Requirements

Strong data analytical skills
Customer centric Outlook
Strong people management and development skills
Ability to mentor, coach and motivate others.
Preferred IIT/IIM/MDI/FMS Graduate

Key Deliverables

· SLA Adherence

· CSAT- Measure Customer Exp.

· Repeat

· Interactions Abandoned

· Operational Hygiene- Disposition, Disconnection etc.

Tentative Daily activity list

· Queue Management

· Shrinkage adherence

· Process Hygiene

· City team’s coordination

· Billing Calculations