Executive – Customer Experience Cum Data Analyst

Job Role:

• Monitor outbound contact center performance, ensuring customer assistance when necessary.
• Take ownership of escalations, coordinating with relevant parties until resolution.
• Evaluate call quality, provide feedback, and support team development.
• Conduct product and service training sessions as needed.
• Collaborate with management to support informed decision-making.
• Achieve team KPIs, meet SLAs, and fulfill responsibilities efficiently.
• Analyze and present weekly/monthly performance reports.
• Conduct gap and trend analyses to improve customer experiences.
• Utilize data to forecast and support strategic decision-making.
• Propose initiatives based on identified trends and gaps.
• Implement corrective and preventive actions when required.
• Collaborate across departments to analyze customer profiles and behavior.
• Monitor customer feed back and align initiatives with customer expectations.
• Suggest proactive improvements to enhance the customer journey.
• Maintain accurate and diligent data reporting.

Job Pre-Requisites:

• Bachelor's degree or equivalent qualification in Business Management.
• Professional certifications in Customer Experience are an added advantage.
• Minimum of 3 years of experience in a contact center, preferably in a similar capacity.
• Prior experience in the insurance industry is advantageous.
• Proven experience in managing and developing a team.
• Proficiency in MS Office applications is essential.