Job Purpose:

Direct and monitor all Franchise CS related activities for optimizing CS Operations through Franchise Centers in assigned domain to achieve short and long term departmental objectives by complying with the established processes and procedures

Job Responsibilities:

• Implement effective and efficient Customer Relationship Management across all Franchise in assigned domain
• Monitor and improve all CS activities at Franchises in the assigned domain by periodic and random visits
• To ensure that the franchises are working as per the defined company policies and procedures in the assigned domain
• Ensure all CS related issues of the Franchises in the assigned domain are addressed properly and also to coordinate with different departments to ensure smooth operations at the Franchise Centers
• Identifying the areas where re-engineering of processes is required for better productivity
• Updates and other important information are shared with the Franchises in the assigned domain on timely basis
• Coordination with CS-RDC Department in arranging trainings for Franchises in the assigned domain with proper monitoring and feedback
• Conduct followup on trainings imparted and refresher training sessions along with assistance on as and when required basis
• All CS related issues are identified and addressed proactively at the Franchises and issues logged are resolved effectively in the assigned domain
• Conduct periodic audit/reviews of the franchises in the assigned domain
• Ensure proper behavior and grooming of the team as per the requirements and image of the Organization
• Monitor and analyze daily/weekly Franchise Customer Service Reports in the assigned domain to find out areas of improvement and current level of KPI's
• Ensure effective and efficient coordination with the departments towards facilitating the Franchise's productivity

Energetic & proactive
Detail & result oriented
Good communication & interpersonal skies
Team player
Negotiation & Decision Making skills
Strong Reporting Skills