Head - Customer Service - BPO

Head - Customer Service ( Top MNC )

Key Accountabilities :

- Responsible for the customer service strategy and execution

- To manage customer service for all in-house & outsourced operations

- Responsible for managing the overall Cost of Service

- Strategies and tactics to manage overall churn

- To build a high performance and service centric culture

- To retain talented team members, TNI & performance gaps of team members

Strategic :

- To design customer service strategy & initiatives in line with the objectives of the company

- To enhance the Service Reach/Access collaborating with the retail head

- To design tactics and strategy to manage overall churn within defined limits

- To keep a tab on business trends and forecasting requirements for enhancing the customer experience further within the circle

- To facilitate Automation/Process Changes that will enhance Customer Experience across all customer touch points

- To focus on reducing the Cost of Service

- To provide inputs to the Corporate Service Delivery Team on changes/practices

Operational :

- To manage call center operations and SLA delivery

- CSG - Service provisioning & activations, Complaint & Request TAT Management, Process Improvements, Regulatory Compliance, Audits- Process/Transactional Level, Overall MIS

- HNI - Segmentation, Revenue and Relationship management

- Facilitate training including Process, Soft skills, Behavioral, Skill based for service and retail manpower

- Maintain quality - Transactional & Process Level, TRAI/TNS Audits, and audits for retail outlets

- Recruitment/Manpower - Planning & adherence

- IT infrastructure requirement/enhancement & UATs

- Supporting zonal teams in CS delivery

Developmental :

- Talent retention through career planning

- Create a work environment that is conducive for company's growth

- Identify TNI basis performance gaps of team members

Key Result Area :

- Customer Service Operations Management

- Deliver high quality service through all touch points

- Continuous Service Enhancement

- Process Improvements

- Churn Management & Customer engagement

- Regulatory compliance with regards to Documents & Complaint resolution

- Enhancement of employee skills and capabilities through training programs

- Cost control through optimum operations

- Effective budget allocation & management of overall cost of service