Head - Customer Service - Call Center

Scrabble has been mandated to hire a Head of Customer Service for a rapidly growing solar brand. The role will be based out of Pune.

Responsibilities:

- Manage the organization's contact center operations

- Be responsible for all operational metrics (SLAs, resolution TATs, and customer experience)

- Act as trainer/ coach for call center team conducting new joiner and regular on-job training

- Drive our training programs and performance management frameworks for employee growth

- Work closely with the product team for developing technology solutions to improve existing processes and team productivity

- Drive 'continuous improvement' in call center operations to drive excellence

- Hire and build a highly motivated, well-trained contact center team

Qualifications:

- Min. 5-7 years of work experience working in operations or customer service roles

- Prior call center operations leading experience

- Experience in a fast-growth start-up environment is preferred (consumer-facing start-ups)

- Strategic and tactical thinker who can plan, execute and pivot according to circumstances

- Ability to work in a high-growth environment