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05/05 Ketki Soin
Senior Consultant at Grassik Search Pvt. Ltd.

Views:1243 Applications:243 Rec. Actions:Recruiter Actions:165

General Manager - Operations/Customer Experience & Care - Internet/Online (8-16 yrs)

Bangalore Job Code: 1090691

What's on Offer

1. Exposure and thrill of building new things, solving complex, large-scale, real-world issues and challenges in the contact centre and customer experience space

2. Involvement in executing the mission to become the most customer centric company on earth

3. By being face of business for the customer, an unmatched opportunity for growth and learning through each stakeholder involved in the business.

4. Opportunity to work with a team that continuously challenges status quo and is widely recognized in the industry as a leader for customer experience in the food tech space. We were awarded "Frost & Sullivan 2019 Indian The Last Mile Food Delivery Service Industry Customer Service Leadership Award "

What you will do (Role and Responsibilities)

1. Understand the larger CX vision and evaluate contact centre's role in the picture

2. Identify and understand CX as well as CC metrics along with their contributing factors

3. Structurally setup, enable and lead the CC teams to exceed their metrics.

4. Identify partners and build partnerships that align well and help execute the short- and long-term goals of the org

5. Working with and across multiple stakeholders and partners to:

a) Execute the CC vision without compromising the status quo

b) Manage changes in the business environment

c) Anticipate address growth related needs

6. Setup and monitor the right KPIs with each contributor (Agent, Team lead, Managers, Partners etc)

7. Balance and help achieve the best combination of speed, cost and reliability

8. Develop leaders at all levels while maintaining the employee satisfaction ratings and collaborate to build great place to work

9. Regularly evaluate the effectiveness of the existing model of support, each customer touchpoints and processes and work with the internal teams as well as larger org make changes as necessary

10. Act as a single point of contact for managing all contact centre related exceptions and major incidents

What do you need:

1. Graduate/Post-Graduate with minimum 3-6 years of experience into leadership role in managing Contact Centre operations, consumer experience, consulting or strategy with 10 to 16 years of overall Industry Experience

2. A vision for the contact centre and a clearly defined action plan to execute it

3. Ability to work in a quickly changing, continuously growing and fast paced as well as agile work environment

4. Experiencing in designing, building and scaling up contact centre teams from scratch

5. Experience in driving large scale changes transformation projects at scale (Cost, Speed, Reliability)

6. Experience in working with large teams of people, multiple technical systems, and large data sets

7. Logical & rational thought process, sound business judgement (and not just analytics)

8. Experience in working with leading people from all walks of life.

9. Ability to manage multiple competing priorities simultaneously to meet tight deadlines is expected from someone in this role

10. Ecommerce experience and large number of partner management.

Women-friendly workplace:

Maternity and Paternity Benefits

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