- Building, leading and managing multi-geography voice and non-voice customer service teams, with strong Execution, Delivery, & Stakeholder Management skills. - Understand the complete Lifecycle of Customer Service - Understands KYC process. (from the stock broking side) - Defining, implementing, and monitoring processes and performance measures in a customer service/operational environment - Building high-performing teams - Planning and managing Transitions/Change - Leveraging Lean Six Sigma Principles for Process Improvement - Authoring contract documents, including SLAs, statements of work along with rewards & penalties. - Controlling and regulating vendor performance, co-development of functionality and operations. - Understanding the interrelationship of processes, technologies, and people and building strategies to drive customer delight. - Governance: Ensuring adherence to various policies, SOPs reflecting entire process flow, cross-training for smooth team deliverables. - Drive technology, digitization and machine learning to redefine operational excellence and customer experience through automation. - Leverage depth of digital services (Artificial Intelligence, RPA, interactive/scripted, analytics) and deploy solutions at scale. - Contact center capacity planning & forecasting - a sound understanding of the right bench strength to manage volume spikes and drops. - Deep understanding of new service automation tools & technology offerings including bots, CRMs, communities & digital means of servicing. - Align technology, marketing, operations, legal, compliance and senior management to the plans for timely implementation. - Deep understanding of customer needs, and ability to re-imagine processes by keeping customers at the heart of service delivery. Should be able to rework structured and unstructured communications including scripts & templates. - Large team management, across in-house and partner sites. Ability to interact and lead a team of middle managers and drive a number-based outcome. - Hands-on with complaint management & prioritization between urgent and important.

Mumbai

Head - Customer Service - Contact Centre 

Job Description for Head - Customer Service - Contact Centre  in Armour Corporate Services in  Mumbai for (10-15) years of experience. Apply Now!