Position: Head Customer Service (Only Females)   Company: A leading Telecom Giant   Location: Chennai  Qualification: Graduate / MBA  CTC: 40 to 50 lacs.   Exp: 12 to 18 yrs  Age: Less than 38 yrs.   Reportees (150 onroll / 9 vendors / 3000ppl)  Scope: 1.3 crore Customer base & around 3000 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.

Chennai

Head - Customer Service - Telecom 

Head - Customer Service - Telecom  ,Job Description for Head - Customer Service - Telecom  in Skills Group in  Chennai for (12-18) years of experience. Apply Now!

Job Description for Head - Customer Service - Telecom  in Skills Group in  Chennai for (12-18) years of experience. Apply Now!