Assistant Director - Customer Experience - Contact Center

AD - Customer Experience

- Extensive experience in Contact Center setup

- Customer Experience, Operations Management, Client Relationship Management, People Management

- Managed multiple channels - Voice, Webchat, Email, Back Office in Customer service setup

- Both Inbound and Outbound environment in various processes

- Have customer centric approach to develop strategies to improve customer satisfaction

- Manage Performance Management to ensure achievement of targets and adherence to Service Level Agreement

- Business Process Improvements towards operational excellence

- Data Analytics to present all Call Center related metrics and analyze trends related to Call Centre performance, customer satisfaction, people metrics, etc.

- Digital transformation and Technology integration to improve the processes

- Six Sigma certification

- Extensive experience in People management and people development, Capacity Planning, Recruitment, skill development, performance management etc.