09/01 Vidya Nair
Career Consultant at Teamlease Services Ltd

Views:521 Applications:87 Rec. Actions:Recruiter Actions:1

Head - Customer Service - BPO (7-10 yrs)

Pune Job Code: 651856

- Leading Operations including monitoring & governing the transaction processes

- Customer Satisfaction Surveys, Design, roll out, action planning and improvement

- Customer communications across all channels like call centre, emails, SMS, letters, social media platforms like Facebook, Twitter etc. to be reviewed & measure taken

- Reviewing operational processes and leading the implementation of process changes in order to ensure higher operational efficiency and optimal resource utilization

- Maintaining compliance with SLA terms, agreed upon with the clients

- Providing process and technology feedback to the business to refine policies towards customers

- Providing behavioral related feedback to the Operations team to ensure governance according to a defined SOP

- Define & create processes and procedures for Client Services process relating to Customer Service, Sales, Transitions, Capacity Planning

- Defined processes for Inbound, Outbound, Email, Social Media & Escalations and worked on all the SOPs

- Defined new processes to reduce cost and improve efficiency

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