Position: Head - Customer Service   Company: A leading Telecom Giant   Job Locations: Patna, Bihar.  Qualification: Graduate / MBA   CTC: Open.  Exp: 8 to 16 Years  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

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Head - Customer Service - Telecom   

Head - Customer Service - Telecom    ,Job Description for Head - Customer Service - Telecom    in Skills HR in  Bihar Others for (8-16) years of experience. Apply Now!

Job Description for Head - Customer Service - Telecom    in Skills HR in  Bihar Others for (8-16) years of experience. Apply Now!