Role Name : Head - Customer Service Location : Chennai Reporting to : Chief Operating Officer Key Responsibilities : - Co-own overall business strategic deliverable as part of the leadership team - Define and deliver the company's customer service strategy to ensure an exceptional level of service experience at all times - Review and develop customer service/call handling procedures, policies and standards to ensure implementation of best practice with support of management through continuous assessment, communication process and product feedback - Actively look for process enhancements and quality improvements to achieve world class response resolution and closure times - To Determine customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analysing information and applications - Need to meet the customer service objectives by forecasting requirements, preparing AOP on manpower, analysing variances and initiating corrective actions - Provides daily guidance to regional leads to ensure customer service is delivered in a timely, efficient and knowledgeable manner - Establishes customer service work processes and standards in line with organizational customer service initiatives and aims - Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analysing results; implementing changes - Constantly drive customer satisfaction by delivering a consistent customer experience at Contact Centre - Compliance to TRAI guidelines and business processes to be met - To Drive & review the call quality through call evaluations, and improve the same with instant feedbacks & Training in Inbound & Outbound Queue - To drive the customer delight intervention program for all the last mile employee - Conduct regular Skip Level meeting with the last mile employees to address issues/ Concerns and closing looping all the actionable on priority and also closing all the actionable from Employee Survey results - To Focus on driving the Revenue upsell & also ensure retention on package downgrade Educational & Experience requirements : - MBA with 14+ years of relevant experience - Should have experience of handling large teams - Should have experience of managing large contact centres Key Personal Attributes : - A focused driver with a structured process approach and ability to deliver outcomes - Passionate about people development, strong communicator, highly energetic with ability to influence & persuade - Excellent interpersonal skills - High level of proficiency in networking & connecting internally and externally - Excellent team building skills and orientation for developing high quality talent within the organization - Capability to understand the customer needs and strong business acumen

Chennai

Head - Customer Service - BPO/Telecom/BFSI/FMCG 

Head - Customer Service - BPO/Telecom/BFSI/FMCG  ,Job Description for Head - Customer Service - BPO/Telecom/BFSI/FMCG  in Talent Syndicate Private Limited in  Chennai for (14-15) years of experience. Apply Now!

Job Description for Head - Customer Service - BPO/Telecom/BFSI/FMCG  in Talent Syndicate Private Limited in  Chennai for (14-15) years of experience. Apply Now!