Customer Support Head - BPO

Job requirement for Customer Support Head in Bangalore.

Position - Customer Support Head

Location - Bangalore

Experience - 8-13 years

Key Responsibilities:

- Heading the Customer Support Division (Inbound, Outbound) and to ensure smooth Delivery of Complete Business.

- Set business goals and overall strategy, set development processes, quality standards.

- Leading the team to meet and exceed quarterly revenue target by promoting best practices, tools and techniques.

- Responsible for re-evaluating and updating customer service processes and procedures to increase productivity.

- Work extensively with Technology team in creating scalable, predictable and consistent systems.

- Developed competency in implementing new ideas to increase customer database, imparting training and empowering the team for better working efficiency.

- Plan and execute on the SOPs, SLAs, quality parameter and ensure statutory compliance.

- Designing and establishing new processes.

- Supervises the investigation of complex complaints.

- Establishes customer service and productivity metrics.

Anand