Founder, Director & Trustee at Skills Group
Views:5027 Applications:308 Rec. Actions:Recruiter Actions:48
Head - Customer Service - Telecom (12-14 yrs)
Position: Head Customer Service
Company: A leading Telecom Giant
Positions: 1 positions
Location: Rajasthan
Qualification: Graduate / MBA
CTC: 30 to 40 lacs.
Exp: 12 to 14 yrs
Age: Less than 39 yrs.
Reportees (50 onroll / 4-5 vendors / 500ppl)
Scope: 1 crore Customer base & around 500 Cr Revenue.
Job Description:
- Strong Experience in handling Customer Service Ops, R&R, Quality, Training, Call Center Ops.
Function: Customer Service
Role Purpose:
- CS- Strategy & Execution
- Manage customer service for in-house & outsourced operations
- Manage profitability & vendor management
- Budgeting & Planning
- Manage overall Cost of Service
- Build high performance and service centric culture
- To retain talented team members, TNI & Performance gaps of team members,Career Pathing
Essence of Role: Key Accountabilities:
Strategic:
- CS initiatives in line with Company objectives for the circle
- Service Reach/Access - Planning & Adherence
- Analyzing business trends & forecasting
- Facilitate Automation/Process Changes that will enhance Customer Experience
- Planning & Budgeting
- Focus on Cost of Service & Revenue Generation
- Inputs to the Service Delivery Team on changes/practices that can benefit all circles
Operational:
- Call Center Operations and SLA delivery - Both In-house & Outsourced
- VS/VMS- Roll outs & Projects, Service Levels, Profitability
- CSG - Service provisioning & activations, Complaint & Request TAT Management, Process Improvements, Regulatory Complaince,Audits- Process/Transactional Level, Overall MIS,
- Churn Management
- HNI-Segmentation,Revenue and Relationship management
- Training - Process, Soft skills, Behavioral, Skill based
- Quality- Transactional & Process Level, TRAI/TNS Audits
- Recruitment/Manpower -Planning & adherence
- IT infrastructure requirement/enhancement & UATs
- Zonal Support
Developmental:
- Talent retention through career planning
- Create a work environment that is conducive for company's growth
- Indentify TNI basis performance gaps of team members
- Annual CS Budget
- To bridge the Budget vs Actual gap
- Cost to serve
- Revenue Generation
- Forecasting
- Manpower Planning
- Span of control
- Productivity/efficiency across CS verticals
- Customer segmentation for differential service
Typical Outputs:
- Customer Service Operations Management
- Deliver high quality service
- Continuous Service Enhancement
- Process Improvements
- Churn Management & Customer engagement
- Regulatory compliance with regards to Documents & Complaint resolution
- Enhancement of employee skills and capabilities through training programs
- Cost control through optimum operations
- Effective budget allocation & management of overall cost of service
Kumar
Skills HR Team
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.