Customer Service Head - Contact Center

Customer Services Head (Contact Center)

Experience - 12-15 years

Work Location - Bangalore

Customer Contact Center Setup and Management

1. Build an optimized contact center support for the successful operations

2. Operationalize team to track and solve issues

3. Manage contact center resources to deliver - 85% first call resolution (Technical & Non-technical)

4. Ensure the entire setup is system/process driven

5. Optimum utilization of resources

6. Developing objectives for the contact center's day-to-day activities

7. Maintain SLAs, Do & manage escalations

8. Focus on product understanding and technical training. Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)

9. Collecting and analyzing contact-center statistics (sales rates, costs, customer service metrics etc.)

10. Periodically publish contact center metrics dashboard (daily /weekly / monthly basis)

Prior work experience

1. Must have experience in end to end (E2E) Contact Center Management.

2. Experience in handling technical and non-technical calls / issues.

3. Experience in working in a product company contact center

4. Candidate with a strong inclination towards numbers.

Other requirements for the role

1. Ensure an organization wide culture aligned to its Vision and Values with special focus on service excellence on all parameters.

2. Collaborating with other team members, including interacting with relevant teams of different areas of the organization.

3. Excellent people management skills (handled upto 50 team members), with high energy and good communication skills.

4. Establishing and measuring individual performance expectations, regularly reviewing the team performance and guiding the team to ensure 100% performance standards.

5. Monitoring the effectiveness of the team against SLA/KPIs, driving through the change as needed to deliver continual service improvement

6. Provide relevant training and build SOPs to reduce the escalation ladder

7. Drive innovative strategy to reduce the repair TATs for the contact center

8. Prepare & ensure reports, data analysis and working out an implementable strategy for improvement of quality parameters.

9. Drive strategy to improve CSAT score, customer retention creating a favorable image for the organization

10. Accountable for the overall functioning of Contact Centre, remote support with strong Technical support.