Associate Director - Customer Service - Inbound - BPO

- Prime responsibility is to smoothly manage End-to-End Contact Inbound contact centre Operations & optimize contact centre performance.

- Ownership of Day-to-day operations- Sr Managers/Managers to ensure all deliverables are met as per SLAs.

- Weekly process reviews with team.

- Monthly/weekly review with Management team

- Customer Management, Escalation management - Relationship management with allied business units , providing regular updates,

- Ensure smooth month-end/ Qtr end closing for all processes.

- Ensure strong review mechanism at all critical activities/reconciliations/reports before final submissions of numbers to client.

- Excellent People management

- Roll-out organizational goals/objectives across the Contact centre operations.

- Half yearly/ Annual completion of appraisals /PDP for the BU.

- R&R - Ensure reward and recognition programs. Maintaining budget allocations according to organizational overall budget.

- Work closely with Logistics and Retail Operations Heads in reviewing and optimization of issue resolution flow.

- Work closely with HR and Operational excellence teams for design of org structure with respect to Customer Service