Associate Director - Customer Service Inbound Sales - eCommerce

One of the leading eCommerce companies in India is looking for a Rockstar candidate who can fulfill the following responsibilities.

Responsibility:

- Prime responsibility is to smoothly manage End-to-End Contact Inbound contact centre Operations & optimize contact centre performance.

- Ownership of Day-to-day operations- Sr Managers/Managers to ensure all deliverables are met as per SLA?s.

- Ensure smooth month-end/ Qtr end closing for all processes.

- Work closely with Logistics and Retail Operations Heads in reviewing and optimization of issue resolution flow.

- Responsible for Customer Management, Escalation management - Relationship management with allied business units , providing regular updates.

- Roll-out organizational goals/objectives across the Contact centre operations.

Preferred:

- Graduate / MBA preferred from Tier 1 institutes in India/Abroad

- At least 10 years of extensive experience in leading inbound call centre with large-scale both B2C and B2B service-oriented business handling exposure.

- Industry experience - BPO / Financial Services / Telecom Industry.

You (Must Haves):

- Customer orientations and customer centric experience

- Process Management.

- Experience in contact center operations.

- Strong problem solving, Strategy, Prioritization skills with an eye for detail.

- Ability to come up with lots of ideas and improvements.