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12/09 Sakshi Garg
Recruitment Researcher at Hunting Cube

Views:1071 Applications:139 Rec. Actions:Recruiter Actions:19

Assistant Director - Customer Support - BPO/ITeS (8-15 yrs)

Bangalore Job Code: 1153717

Assistant Director - Customer Support

What you will do:

- Be the strongest customer advocate for our users and ensure that the customer's voice is heard at various forums within the organization.

- Ensure that all stakeholders have a clear understanding of the company's vision and goals for customer experience excellence.

- Develop and deploy the company's customer support experience strategy.

- Develop the service monitoring framework, KPIs, and dashboards and drive execution thru metricized operations

- Coordinate the various roles associated with customer experience management throughout the company, minimizing silos of systems, data, assumptions, and hand-offs, performance, and customer touch-points.

- Deliver continuous improvement by leveraging process improvements, technological scale, and relentless accountability.

- Drive efficiency in the service operations through automation and implementation of technology in every service operation process (robotic process automation, AI, ML, etc.)

- Manage differentiated service delivery for high-value customers and deliver high customer retention.

- Continually evaluate the workforce to ensure we have the right skills, capacity, and quality to deliver world-class support to our players

- Manage & lead the team to develop delivery plans that maximize customer experience and achieve higher value realization and customer satisfaction.

- Contribute thought leadership and best practices, both internally and externally, around customer experience improvements.

What you will bring to the role:

- At least 8 years of relevant work experience leading customer support teams in both the voice and non-voice support process in the customer service industry (in large-scale B2C orgs)

- Hands-on experience in driving service operations using digital tools and platforms (CRM, Service desk solutions, RPA, chatbot, AI/ML, NLP based automation).

- Experience in managing command center/control tower operations in a high transaction/throughput environment ( e.g. e-commerce).

- Proven track record of building and running world-class service operations with very high NPS.

- Strong empathy for customers and passion for revenue and growth.

- Experience and comfort working in highly matrixed environments that require influencing and driving results across organizational lines.

- Ability to communicate complex ideas and abstract concepts through data and written reports and presentations.

- History of driving successful change and improvement with impactful and measurable results. High energy and bias for action.

- Proven ability to lead and build high-performing teams focused on continual improvement, process development, communication, and knowledge sharing.

- Ability to think strategically, as well as tactically, and to exercise sound judgment in priority/goal setting

Women-friendly workplace:

Maternity and Paternity Benefits

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