Key Responsibilities Areas - Responsible for the day-to-day operations and performance of all customer care and interaction functions including call center(s) operations, walk-in helpdesk, email servicing, escalation points, social media and self-care channels & training of buyers & sellers. - 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 central training development & operations as well as the communication and feedback strategy for the organization. - Oversee training programs including web-based seminars, online/printed manuals, group sessions, training videos, and FAQs. - Oversee the collection, monitoring and analysis of day to day call-center statistics (call waiting time, call duration etc.) - Drive training efforts to develop a high performance team with strong understanding of the platform as well as business processes. - Define clear processes of escalation management for grievance redressal and dispute resolution. - 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 - Support the different departments on participation, feedback, marketing, customer retention and CRM initiatives - 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 13 years experience in call center operations, CRM and outbound communication and feedback with minimum 6 years experience managing teams (min team size of 150 agents) - Post graduate degree in Management, Engineering, Communications, or related discipline (top 30 as per MHRD nirfindia management/university/college/engineering 2018 Ranking) - Outstanding communication skills, both written and verbal and 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 - Average Call Handle Time - Customer Satisfaction Score - Call Abandonment Rate - Cost of call center and training and communication as % of GMV - Training Satisfaction Score - Internal rating of training efficiency (Buyer/Seller dept. heads) - Conversion ratio of training to registration Reporting Structure Reports to: Chief Marketplace Officer Direct reports: - Contact Center Head - Training and Communications Head 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 - Customer Care Head 

GeM - Customer Care Head  ,Job Description for GeM - Customer Care Head  in Government e-Marketplace in  Delhi for (13-20) years of experience. Apply Now!

Job Description for GeM - Customer Care Head  in Government e-Marketplace in  Delhi for (13-20) years of experience. Apply Now!