Position: Head Customer Service   Company: A leading Telecom Giant   Positions: 1 positions  Location: Patna - Bihar  Qualification: Graduate / MBA   CTC: 25 to 35 lacs.   Exp: 12 to 14 yrs   Age: Less than 37 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.

Bihar

Head - Customer Service - Telecom 

Head - Customer Service - Telecom  ,Job Description for Head - Customer Service - Telecom  in Skills Group in  Bihar for (12-14) years of experience. Apply Now!

Job Description for Head - Customer Service - Telecom  in Skills Group in  Bihar for (12-14) years of experience. Apply Now!