Key Responsibilities Areas - Responsible for the day-to-day operations and performance of the contact center and interaction functions including call center operations, email, chat, social media and self-care channels - Ensure process excellence - develop structured workflows including L0, L1, L2 support and set service standards - Determine customer service operational strategies by conducting needs assessments, performance reviews and capacity planning - Ensure continuous improvement in customer experience management through process & product innovation, analytics, automation, new age service parameters, deep customer insights, people & partner collaboration - Oversee the collection, monitoring and analysis of day to day call-center statistics (call waiting time, call duration etc.) - Define clear processes of escalation management for grievance redressal and dispute resolution - Drive training efforts to develop a high performance team with strong understanding of the platform as well as business processes - Define metrics and KPIs to monitor performance, set goals and measure success of the reporting teams - Any other responsibility as assigned by the competent authority from time to time Key Shared Accountabilities - Assist the department heads in designing improvements by providing insights/recommendations basis customer interactions - Work to drive changes in culture, processes and talent required to build data driven customer care center - Responsible for personnel management and building a strong innovative organizational culture Qualifications and Skill Sets Mandatory - Minimum 9 years experience in call center operations and IT management with 4 years experience managing teams of min 150 agents - Strong understanding of financial principles in call center management with 3-5 years P&L responsibility including budgeting - Certified Call Center Manager (e.g. CCCM) or equivalent qualification - Post graduate degree in Management, Engineering, Communications, or related discipline (top 50 as per MHRD nirfindia management/university/college/engineering 2018 Ranking) - Exceptional - Customer-Focused- mindset - Strong people and relationship management and leadership skills - Capability to work in a fast paced high growth environment. Indicative KPIs - Average issue resolution time - % issue resolution at L0,L1 & L2 - Average Call Handle Time - Customer Satisfaction Score - Agent Utilization Rate - Call Abandonment Rate - Email and Social Media - Time to first response and time to resolution - Time lost due to infra/tech issues Reporting Structure Reports to: - Customer Care Head Direct reports: - Customer Care Analyst - Helpdesk Operations Manager (from MSP) - Call Center Operations Manager (from MSP) - Grievance Redressal Manager (from MSP) - SOP Manager (from MSP) Interested applicants are requested to send in their application by 24/05/2018 Note: i. The selected resource will have to sign a Non-Disclosure Agreement (NDA) as part of the onboarding process. ii. The resource shall not claim any intellectual property right, of work done at GeM and has to strictly maintain the confidentiality of GeM's intellectual property. iii. The selection committee of GeM reserves the right to modify or relax the aspects as mentioned in the job description. iv. No TA & DA will be payable from GeM's end.

Delhi

GeM - Contact Center Head 

GeM - Contact Center Head  ,Job Description for GeM - Contact Center Head  in Government e-Marketplace in  Delhi for (9-30) years of experience. Apply Now!

Job Description for GeM - Contact Center Head  in Government e-Marketplace in  Delhi for (9-30) years of experience. Apply Now!