AVP/Head - Customer Service - Broking Contact Centre

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