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

Bangalore

Assistant Director - Customer Support - BPO/ITeS 

Assistant Director - Customer Support - BPO/ITeS  ,Job Description for Assistant Director - Customer Support - BPO/ITeS  in Hunting Cube in  Bangalore for (8-15) years of experience. Apply Now!

Job Description for Assistant Director - Customer Support - BPO/ITeS  in Hunting Cube in  Bangalore for (8-15) years of experience. Apply Now!