Head - Customer Service Delivery - BPO

Position : Head - Customer Service Delivery

Reporting to : Joint President

Team Size : 700 spread across 3 Contact Centres

Level / Grade : VP / SVP (M7/M8)

Location : Thane

Key Deliverables

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

- Drive the performance and efficiencies of all the LOBs in the Contact Centre / Customer Service 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 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 TAT's.

- Work on Customer Delight and Customer Centricity Projects

Qualifications & Experience :

- Graduate / Postgraduate with 12-15 years in managing large, multilocation Contact Centre / BPO / KPO servicing Financial Services sector (preferably Broking sector)

- 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