Divisional Head - Contact Experience, Inbound 1. Articulate the inbound call center strategy and ensure its execution for managing the cost of the call centers. 2. Responsible for developing the annual budget for inbound operations to attain business goals and analyzing business trends impacting call center volume and plan ahead for requirements. 3. Implement the customer care policies, practices and services standards with a view to achieve seamless service to customers. 4. Provide strategic guidance to team so as to drive call partners to meet expected service levels and key performance indicators (KPI,s).Also support teams engaged in analysis of quality deviations and ensure that corrective measures are implemented by partners. 5. Develop the process to monitor quality of service provided by partners. Align partners with business strategy to ensure validation and ensure timely payment of invoices to partners. 6. Regularly communicate with partners to share expectations & Strengths and recognize/acknowledge partners for improved/exemplary performance. 7. Devise & drive initiatives/process improvements leading to higher automation of calls or lessening the need of the customer to call, thereby leading to reduction in calls volumes & budget savings. 8. Handle escalated Customers Experience queries as needed and ensure that all escalations are treated with defined processes and resolved with defined SLA's.

Noida

Dish TV - Divisional Head -  Contact Experience - Inbound Call Center 

Dish TV - Divisional Head -  Contact Experience - Inbound Call Center  ,Job Description for Dish TV - Divisional Head -  Contact Experience - Inbound Call Center  in Dishd2h in  Noida for (15-22) years of experience. Apply Now!

Job Description for Dish TV - Divisional Head -  Contact Experience - Inbound Call Center  in Dishd2h in  Noida for (15-22) years of experience. Apply Now!