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03/04 Aruna
Account Manager at Armour Corporate

Views:2506 Applications:237 Rec. Actions:Recruiter Actions:18

AVP/Head - Customer Service - Broking Contact Centre (8-14 yrs)

Mumbai Job Code: 682715

Position Title : Centre Head

Grade / Level : AVP

Department : Customer Service Delivery

Location : Thane

Position reporting to : Head - Customer Service Delivery

Reportees : Large call centre team (presently 40, expected to expand to 150)

Key Deliverables:

- Supervising, guiding and motivating a various team in Customer Service

- Overall responsibility for all business units that operate from the CS Centre. Handling various LOB's in CS

- To provide optimum service experience to the customers in a consistent manner through timely resolution of issues.

- Ensure regular training of the team to meet service requirements consistently in an effective manner.

- Adherence to service & quality benchmarks, to provide world-class service experience for customers

- Strict adherence to process Turn Around times and also adhere to commitments made to the client.

- Work closely with the Quality team to provide periodic feedback to Team coaches and Team managers

- Meeting Process SLA and ensuring team member and process KRA's are achieved

- Data analysis to identify improvement opportunities in the process

- Work with the Projects team on reduction of customer interactions

Job Requirements:

- Graduate / Post graduate with min 8 -14 years in Team handling in Broking industry.

- Should have good communication (verbal & written) & presentation skills.

- Should be a self-starter, proactive & target oriented.

- Should possess strong networking & relationship building skills

- Exposure to Projects and NPS will be advantageous

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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