DGM/Senior Manager - Contact Centre/CRM - Hospitality

DGM/Sr. Mgr. - Contact Centre, CRM (Mumbai Malad West)

Call Centre :

- To oversee and manage the operations of Call Centre at 2 locations (Mumbai & Hyderabad) with more than 250 executives.

- To oversee the overall functioning of cab-bookings and fulfillment's for various products/schemes across cities and 24X7 operations.

- Maximize the trip executions and minimize service failures through use of analytics, supply chain best practices and highly motivated team.

- To constantly drive operational excellence through high quality delivery, process orientation and automation through technology.

- To manage a team of more than 250 resources across cities as a highly engaged and energized team

- To take escalations from consumers that will help to resolve their issues and continue to deliver on brand promise.

CRM :

- To oversee the CRM function and drive efficiencies in areas of Complaint closures as per TAT, Monitoring quality of calls, closing escalations, quality audits and handle process improvement initiatives.

Briefly State the essential Candidate specifications; Knowledge, Skills, Abilities required to successfully perform the job :

- Strong supply chain capabilities and ability to manage complex business processes.

- Strong operational capabilities to monitor and manage 24X7 operations through KPIs, scorecards and daily reviews with the teams.

- Strong analytical, numerical, problem solving and project management skills.

- Strong interpersonal and communication skills.

- Strong team building and team motivating skills. Should have managed a large CC team.

- Ability to come up with new ideas, constant improvement projects and take complete ownership to execute them till completion

- Good understanding and proven track record of managing large inbound call center and relevant call center matrices.

- Should be responsible for P&L of the Contact Centre.

Internal / External Interactions : Both HIGH/MEDIUM/LOW

Internal : CEO, COO and Branch heads

External : Vendors

Experience required :

- MBA with engineering background having 8-10 yrs. of experience in handling mid-size call centers having geographical presence.

- Six Sigma certification and Project Management experience will be an added advantage.

The person should have an ability to understand a business situation and guide management on Call Centre and CRM strategy to be followed for the company. This is a mid-management position hence the person should have an ability to lead the discussion to the conclusion and must have an ability to deal with multi-disciplinary people in the organization.

Kanchan