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Job Description for SR. CSR


  1. Own Performance:

  1. Ensure your primary responsibility of being a SME, accountable for excellence in all your performance and behavioral KRAs – is MET and EXCEEDED at all times.

  2. Be available “Always” and flexible to pitch in for team requirements, as and when needed a) Extra hours b) Short notice requests c) Weekends d) Nights e) Early mornings – Occasionally /When needed – Ofcourse, the 2 Weekly Offs applies here as well. (Keywords – flexible, available)

 Metrix Management:

  1. All team metrics met and exceeded – FRT, TRT, FCR, CSAT (per existing or TBD targets)

  2. Ensure no deficiency in metrics during shift hours and the hours leading to and following the shift (by engaging with other Sr. staff and team members)

  3. Ensure a minimum of TBD email tickets per day by self:

  1. Priority 1: Unresolved

  2. Priority 2: Unassigned (Aggressively follow-up to close open tickets)

  3. Point a) will be checked based on a dipstick sample/ no misses on the unresolved

  4. When unresolved is over – then move to unassigned (or as the need of the moment dictates)

  1. Proactively: identify, resolve and report issues with speed, quality, schedule adherence and/or attendance

 Floor support:

  1. Addressing queries from the team

  2. Coordinating with CSRs incase of IT and login issues – making up the team performance numbers during this time

  3. Assist the team manager in ad-hoc or routine matters related to reports/ research or resolution

  4. Escalations – 1)    Involve the call center team to resolve cases as needed

  2)    Respond to members via email in complex cases

  3)    Research and response to email escalations or general research queries highlighted by leadership staff  – TAT 30 minutes      

  4)    Proactively identify and report issues contributing to volume increase – Coordinate with concerned process owners and work towards a resolution (past, present and future issues) – Begin resolution / suggest

  5)    Work on and report spreadsheets (routine and ad-hoc TBD with Manager)

  6)    Proactively keep Manager posted on any issues which need immediate attention (based on own discretion or as advised by him/her)- Call/SMS/Skype

New CSR Support: 

  1. Audit & Feedback (Go through tickets submitted by new CSR) – TBD based on inputs by Manager (different no. of audits and support for each new CSR)

  2. Fill and submit new CSR MIS on time daily - TBD with Manager

  3. Accountable for new and (existing) CSR area of improvement (speed, quality, schedule adherence) – Frequency to be advised by Manager

  4. Ensure new CSR comes up the learning curve for quality and speed within TBD timelines

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Confirmed 23 minutes ago. Posted 30+ days ago.

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