Airtel - DGM/GM - Contact Center

Contact Center Head - DGM/GM

Purpose of the Job (Brief) :

Manage customer contact helpline (Care Line Vertical) and related customer experience with partner, within the internal framework of metrics.

Deliverables :

- Design service strategy to deliver superior customer experience across life cycle, manage the key metrics including cost line around the service domain, identify opportunities and implement initiatives to reduce incoming and outgoing calls, drive customer empowerment by increasing self service penetration

- Build Customer first Culture with partner; ensure first time resolution through effective management of portal content on customer impacting products, processes, features and exception management.

- Formulate skill and profile parameters for call centre/care line agents, and ensure adherence

- Report customer feedback to business for appropriate changes to product and communication strategy, leading to continuous service improvement.

- Compliance to RBI / TRAI requirements on Banking / Telecom standards of governance for customer and merchant service

- Capacity Management leading to higher calls throughput within the existing cost structure

- Service Continuity Management

Educational Level : Management Graduate

Working Experience : 8 -12 years of relevant experience