Club Mahindra - Assistant General Manager - Contact Centre Operations

Opening for Assistant General Manager - Contact Centre with Club Mahindra in Mumbai

Job Role:

- The role of the AGM-Contact Center Operations is to ensure seamless Onboarding of the members, ensuring smooth running of the Central Logistics running for fulfilling Sales Offers and the smooth running of end-to-end Contact Center Operations (front office and back office).

- The role will also manage running and enhancing the CRM platform for omnichannel management of member interactions.

- The job will also include digitization of member facing processes across multiple member engagement channels for ensuring a seamless member experience and enhanced member satisfaction.

Accountabilities:

1. Responsible for leading the Contact Center Operations vertical which includes managing a world class Contact Centre (both front office and back office, inbound and outbound interactions), Onboarding new members with a wow experience, and managing other processes such as RCI relationship, Horizons, CRM operations, etc.

2. Drive consistency in customer interactions across multiple channels such as Voice, Chat, Email, Whatsapp, social media, etc. Ensure achievement of Targets on Service Levels, Interaction Quality, NPS, etc. Direct, manage and monitor the overall performance of the call center team enabling excellence in customer interaction delivery.

3. Benchmark the Customer Service standards with global best players in the hospitality and other service industries and bring best practices with seamless execution within the contact center operations to maximize the NPS. Keep ahead of industry's developments and apply best practices to areas of improvement across people, process, systems and utilise assets to achieve qualitative and quantitative targets.

4. Build and maintain strong relationships with internal and external stakeholders to properly manage expectations on performance, business requirements and overall service delivery.

5. Ensure all SOPs are adhered, and shortfalls are corrected. Continuously revisit all Customer processes and simplify/redesign them from a customer's perspective for better efficiency and experience. Drive a Zero Error operating environment.

6. Ensuring maximum non-FTR's are converted to FTR's by identifying non value added steps or process improvements. Ensure that escalations raised to self and to the Team are resolved within the specified time limit and root causes are fixed to minimize them

7. Manage the Customer Feedback Program - work on detractors and outcall them and resolve their issues to convert them into Promoters

8. Design contact center partner guidelines and monitor them using common tools, understandable by everyone in the organization. Roll out RFP in the market, as and where required, to find the best possible partner alternatives

9. Analyze performance of Partners continually against defined service levels and quality standards and appropriately identify continuous process improvement measures. Conduct Daily, Weekly, Fortnightly and Monthly business reviews of partners to review performance and devise action plans.

10. Identify risks at all levels and action on risk mitigation steps

11. Adhere to and manage the approved budget for the CCS function. Plan and implement initiatives to continuously optimise costs and improve efficiency and productivity.

12. Manage performance of team internally to ensure that it is aligned to the overall goals of the organization and department. Coach and motivate team members to demonstrate the organizational values and SEWA behaviours.

13. Dashboarding/reporting to ensure proper data analytics for driving results and translating improvement areas into SMART actionable solutions and strategies.

Competencies required:

- Be a hardcore Contact Center/BPO person with 12-15 years+ of experience in leading Contact Center Operations at Pan India Level. Should have managed Contact Center, service partners, front-office & back-office operations for both Inbound and Outbound queues

- Graduate or Postgraduate from a Category A institution with some technical/digitisation background. Should have managed contact center voice and non-voice processes and also handled key customer lifecycle management processes in the service industry

- Working knowledge of customer service softwares, including Knowledge Management, CRM (preferably Salesforce), IVR and other technical tools

- Great oral & written communication skills. Should have good presentation skills.

- Advanced Analytical skills with excellent control over data analytics

- High problem-solving ability

- Passion for work and high degree of dedication, ability to handle pressure

- High learning agility

- Positive thinker, sees the Glass half full instead of half empty

- Hardworking and self starter

- Smart and Intelligent, ability to think laterally

- High aptitude and ability to articulate

- Ability to initiate & execute performance improvement plans

- Ability to establish credibility and rapport with all key stakeholders including Product, Sales, Marketing and IT teams

- He/she should thrive in a fast-paced performance oriented work environment

- Should be curious to get to root cause to fix concerns impacting Customer Experience

- Strong vendor-facing & client-facing skills

Strong working knowledge of Microsoft Office. Project Management Professional (PMP) / Six-Sigma/Lean related