Senior Associate at Vitasta Consulting
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Head - Customer Service - BFS (8-12 yrs)
Head Customer Service
- Supervising, guiding and motivating a various team in Customer Service.
- Overall responsibility for all business units that operate from the CS Centre. Handling various LOB's in CS.
- To provide optimum service experience to the customers in a consistent manner through timely resolution of issues.
- Ensure regular training of the team to meet service requirements consistently in an effective manner.
- Adherence to service & quality benchmarks, to provide world-class service experience for customers
- Strict adherence to process Turn Around times and also adhere to commitments made to the client.
- Work closely with the Quality team to provide periodic feedback to Team coaches and Team managers.
- Meeting Process SLA and ensuring team member and process KRA's are achieved.
- Data analysis to identify improvement opportunities in the process.
- Work with the Projects team on reduction of customer interactions.
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