Head - Customer Service - Call Centre

Head Customer Service

- Manage 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