Job Title: Head of Customer Care Operations Job Location - Corporate Office, New Delhi CTC - Upto 20 LPA Experience - 7+ years Must have handled team of atleast 75+ customer care employees Job Description: - Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. - Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades. - Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. - Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. - Prepares call center performance reports by collecting, analyzing, and summarizing data and trends. - Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies. - Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. Qualifications & Experience - 7+ years of experience - Bachelor's Degree, Any - Masters Degree preferably an MBA Skills - Customer Focus, Customer Service, Verbal Communication, Process Excellence, Problem Solving, People development, Teamwork, Stakeholder Management, Managing Processes, Emphasizing Excellence

Delhi

Head - Customer Care Operations - FinTech Startup  

Head - Customer Care Operations - FinTech Startup   ,Job Description for Head - Customer Care Operations - FinTech Startup   in Colangels India Pvt. Ltd. in  Delhi for (7-15) years of experience. Apply Now!

Job Description for Head - Customer Care Operations - FinTech Startup   in Colangels India Pvt. Ltd. in  Delhi for (7-15) years of experience. Apply Now!