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03/05 Neha
Account Manager at Armour Corporate Services

Views:368 Applications:147 Rec. Actions:Recruiter Actions:12

Head - Customer Service/Complaints &Escalations/NPS & Service Quality - Contact Centre/BPO/KPO (8-12 yrs)

Mumbai/Thane Job Code: 920605

JOB DESCRIPTION : Head - Customer Service (Complaints and Escalations / NPS & Service Quality)

Position Head - Complaints and Escalations/ Service Quality & NPS

Reporting to SVP - Customer Service

Team Size Team

Level / Grade : VP (M7)

Location : Thane

Key Deliverables : 

- Manage all incoming customer complaints and escalations through various channels, viz, inbound calls, emails, chatbots etc

- Drive the performance and efficiencies of the Complaints and Escalations team in the Contact Centre / Customer Service team

- Supervise, guide and motivate the Customer Service Delivery / Contact Centre team

- Provide optimum service experience to the customers in a consistent manner through timely resolution of issues.

- Ensure adherence to service & quality benchmarks and provide a world-class service experience for customers

- Ensure strict adherence to process TATs and also adherence to commitments made to the customers.

- Work closely with the Quality team to provide periodic feedback to Team coaches and Team managers

- Meeting Process SLA and ensuring team member and process KRA's are achieved

- Analyse Data and identify improvement opportunities in the processes

- Work with the Projects team on reduction of customer interactions

- Capacity management & workforce planning.

- Vendor management, Cost Control & P&L management

- To work on Process Re-Engineering and Re-designing to reduce TATs.

- Work on Customer Delight and Customer Centricity Projects

Qualifications & Experience :

- Graduate / Postgraduate with 8 - 12 years in managing large, multilocation Contact Centre / BPO / KPO servicing Financial Services sector (preferably Broking sector)

- Customer Complaint Management

- Service Level / Service Quality

- Sound experience in Process Reengineering

- In-depth knowledge of NPS management (Net Promoter Score)for enhancing customer experience

- Should have good communication (verbal & written) & presentation skills.

- Should be a self-starter, proactive & target oriented.

- Should possess strong networking & relationship building skills

- Exposure to Projects and NPS will be advantageous

Women-friendly workplace:

Maternity and Paternity Benefits

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