Head - Customer Experience - BPO

Customer Experience Head

JOB DESCRIPTION :

- Candidate should be ready to work virtually from either of the one locations (Mumbai, Pune, Kolkata or Delhi) and should fulfill VCC work from home terms and conditions.

- Candidate should be willing to work in a 24-7 kind of work environment and should be flexible to do night shifts and weekend's working.

- Manages performance of 3-4 supervisors through effective 1:1 meetings, coaching, and mentor ship in the Virtual Contact Center Environment.

- Serves as a leader and point of contact for escalated contact resolution of a supervisory nature or complex problems.

- Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.

- Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement.

- Ensures that the team has a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience.

- Participates in Kaizen events to identify and implement process improvement change initiatives.

- Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues

- Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures and Liaises with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller's issues and questions.

- Active participation in building Seller Support team & raising the bar in hiring process.

- People management i.e. appraisal, training and mentoring talent to grow within organization & control attrition.

- Actively contribute and lead site-wide, country-wide and even network-wide projects to create an enhanced experience for the Sellers and associates.