General Manager - Customer Experience

MUST BE FROM TOP INSTITUTES

Candidates from TELECOM or E-COMMERCE domain both B2C.

12+ years of experience is required, minimum of 4 years in a senior operations /management role in Call Center/BPO/KPO with primarily voice based B2C interactions

Previous experience of building and scaling up the team from 30 to 150 +

- No travelling required

- Excellent written and oral Communication Skills

Job Description:

The Customer Experience is a very important vertical in Medlife and the GM Customer Experience require to build a team together, define processes, systems and lay down the basic structure for the daily running and management of the call centre through the effective use of resources with responsibility for meeting, and possibly setting, customer service targets as well as planning areas of improvement or development.

Candidate Profile:

12+ years of experience is required, minimum of 4 years in a senior operations /management role in Call Center/BPO/KPO with primarily voice based B2C interactions

The ideal candidate will come from a strong customer oriented ecommerce services or business management background.

Ability to define product value propositions and differentiators.

Any exposure to eCommerce workflows, Logistics and SCM based training and learning.

Skills:

Excellent written and oral Communication Skills

Polished oratory, presentation and interpersonal skills.

Must possess top level business management, interpersonal, and facilitation skills.

Good financial and business sense and with Logical and Lateral Thinking Abilities

High degree of personal integrity and strong ability to work collaboratively and effectively in a fast-paced, flexible, team based environment.

Strong ability to prioritize key initiatives, develop business cases for budgets and resource investments and align multiple operating units towards common business development goals.

Needs good knowledge of Microsoft Excel, Google Sheets.

Key Responsibility Areas:

There will be three types of calls / emails / chats on website / other communications this desk will be responsible for

Inbound calls from customers with queries of order status / service status / pick up request / information of company / complaint / order change requests

Inbound calls/complaints on CRM software workflow from internal team (Fulfilment centers) with queries of service status / information / service complaint (order processing issues, customer related issues, procurement related etc.) / order change requests (cancelling order, change of order quantity, modification of orders, returns, etc.) - these calls are more going to be on workflows which have TATs.

Outbound calls to customers and team with specific agenda (to increase sales, customer satisfaction scores, order updates, regrets on order delays if any, know your customer, etc.)

Planning and Development Effectiveness

Support the Review of Call Center Strategy and planning mechanisms.

Identify opportunities for major improvement and support the Business Case development to facilitate the change implementations.

Complete periodical review of Center to benchmark performance and improvement opportunities.

Introduce and supervise the use of best practice process methodologies to improve results.

Operational Management

Day to day performance management in the call for speed, efficiency, sales and quality

Overview action plan development in order to improve results in line with goals/targets.

Develop a focus on Customer Satisfaction and Customer Centricity via the introduction of Quality Assurance and Customer Surveys and Mystery Shopping Programs.

Maintaining up-to-date knowledge of industry developments and involvement in networks;

Monitoring random calls to improve quality, minimize errors and track operative performance

Relationship Management

Establish and maintain cordial and professional business relationships with colleagues and external providers. Create a customer focused' performance culture within the team

Develop the staff member under your support to ensure professional growth and standards are met.