CredR - BPO Lead

VP - BPO (Customer support, Pre sales)

CredR (Start up by IIT/Stanford/IIM graduates) is looking for a dynamic Leader to lead the BPO services. He/She must be from top tier institute and should have experience in setting up of contact centers.

- Responsible for achieving operational excellence by keeping service related complaints under check along with regular and systemic evaluation of the quality of service delivered.

- Circulate MIS on a monthly basis, highlight learning, identify best practices followed by companies around and share the same in the Contact Center.

- Design a work plan for identifying and resolving gaps and efficacious functioning of the Grievance Redressal system of the Company.

- In coordination with concerned functionaries at administration level and periodically review the status of complaints, updates and appeals.

- Contribute to improve customer service quality results by evaluating and re-designing processes.

- Review the status of complaints, updates and appeals in coordination with concerned functionaries at administration level and periodically.

- Contribute to improve customer service quality results by evaluating and re-designing processes.

- Provide leadership to develop performance/productive management culture. Develop monthly matrix of KPI and sustained effort to adhere to the same.

- Encourage innovation and creativity and at the same time institutionalize processes and systems to ensure compliance to processes and procedures thus increasing customer satisfaction.

- Drive key decision-making process pertaining to strategic initiatives, operating model and operational execution.

- Heading a team of Senior Managers and Managers who are responsible for redressal of escalated customer grievances PAN India including complaints escalated to regulators.

Job Requirements:

- Masters in Business Management from top tier college are preferable.

- Entrepreneurial mindset is necessary

- Must have experience in setting up large team and managing the large team ( - 100 FTE)

- At least 5+ years of management experience

- Ability to work independently with minimum guidance

- Ability to work under pressure, rotational shifts and multi-task

- Excellent communications skills - written & oral

- Analytical bent of mind with exposure to Six sigma and Process improvement tools

- Good organizational and interpersonal skills

- Experienced in MS office suite including a high proficiency in working with PowerPoint and excel.