Lead - Customer Experience | Collections

Roles and Responsibilities:

A. CE Team Delivery 

1. Improve team performance on Customer Experience metrics (CSAT, Issue Resolution, ASAT) through CE observations and team engagement.

2. Maintain program expertise by completing required amount of phone time / contact handling hours.

3. Build consistency and accuracy in evaluating contacts by attending client and internal calibration sessions.

i. Complete CE Observations for calls/chats/e-mail according to the plan (for assigned team/s and focus consultants) 
ii. Attend calibration sessions with Client and Internal teams
iii. Prepare necessary observation and ad hoc reports 
iv. Attend scheduled trainings and complete required knowledge-assessment tests
v. Report hygiene-related cases and take required actions 
vi. Complete call handling hours requirement 
vii. Manage team performance on Customer Experience metrics (CSAT, Issue Resolution, ASAT) 
   • Participate in team-level performance reviews 
   • Facilitate focus group discussions with consultants to identify issues and root causes 
   • Ensure that all observations reach the consultants through TM coaching and team meetings 

B.Team Development 

1. Drive consultant improvement by providing targeted  recommendations from CE observations 

i. Conduct team meetings / huddle sessions for assigned teams 
               • Share CE observations and opportunities daily 
               • Facilitate focus-group discussions and learning sessions for team members to address   

identified opportunities
ii. Provide detailed observations for each team member to be utilized by Team Manager on coaching sessions 
iii. Join triad-coaching sessions with Team Manager for bottom performers regularly 
iv. Identify training interventions for team members and coordinate plans with TM and CLS 

C.Continuous Improvement Framework Deployment and Analysis 

1. Improve performance of assigned focus consultants against CI goal through follow up observations 
2.Produce Level 1 analysis for assigned teams (Top Contact Driver, Defects, Lead/Lag) 

i. Complete the required follow-up observations for identified team members 
ii. Monitor team performance based on CI Framework plan 
   • Monitor progress of focus consultants weekly against goals 
   • Identify specific gaps/root causes that impact performance 
   • Share findings with the team based on additional observations 
iii. Produce team-level reporting daily for assigned teams 
   • Follow standard team-level reports and insights 
   • Conduct Level 1 analysis for assigned teams (Top Contact Driver, Defects, Lead/Lag) 
   • Identify team-level issues and opportunities 
   • Provide daily analysis based on detected defects and provide recommendations on how

  to address gaps 
   • Work with Team Managers / Account Managers to solve for issues affecting 

                      performance