Job duties & Responsibilities :

- Manage the inbound contact center & service levels. Managing 100% compliance, process adherence and driving pre- set team targets.

- Managing Customer service operations by rendering quality services and maintain highest level of customer satisfaction.

- Responsible for execution of customer service strategy which will include Conceptualizing, formulating & implementing projects for enhancing customer experience.

- Lead and guide the managers and the Team leads responsible for monitoring service calls to observe employee demeanour, technical accuracy, and conformity to company policies.

- Development of SOPs & policies which govern execution of processes so as to increase efficiency and effectiveness and reduce conflicts

- Conflict resolution in line with defined policies

- Implementation of review & reporting mechanisms which a) assist in decision making and b) track compliance to processes

- Development of systems which automate existing manual processes

- Development of a knowledge repository which enables to know more, thereby improving efficiency and decision making

- Research and implementation on cross-project / cross-functional / intra-industry / cross-industry best-practices

- Vendor management

- Plan strategies and action plans to resolve performance barriers as and when required.

- To implement and adhere to Management policies

- To undertake process re-engineering and Cost saving- Evaluate & analyze existing customer service processes. Strategize and re- engineer the service process for improved customer service and back Office Operations which results in quality and cost efficiency.

- Ensure deliverables as per pre- defined Service Level Agreements and fulfilment TATs.

- Process development/enhancement/Optimization of all Inbound contact Centre & back office operations

Knowledge Skills & Experience :

- 12 + years of extensive track record and achievement with relevant experience in strategy function.

- The right candidate will be flexible, and an action & result oriented self-starter.

- Ability to work efficiently in a high demand, team oriented, and fast-paced environment.

- Effective communicator with relationship building and interpersonal skills

- Capable of delivering quality customer service while managing large teams.

- Strategic and strong analytics

- An independent thinker with the conviction and entrepreneurial spirit to manage the function and business in a hands-on manner and the ability to work in a fluid and rapidly changing environment would be an asset.

- Should have a strategic approach with the ability to see the - big picture- and interpret environmental and organizational changes and their impact on the organization.

- Exposure to managing & maintaining relationship with top - management in current role

- The ability to navigate through key stakeholders within the organization will be necessary for success and traction.

- Communication - Clear, concise, compelling, honest, and two-way; able to strongly influence decision-makers, based on a commitment to the consumer voice. Excellent interpersonal skills with strong teamwork orientation and proficiency and relationship-building with senior executives is required.

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