Head - Customer Service | US Based Financial Services Giant

Job Summary :

- Establish a high standard for productivity, quality, and customer service along with defining user guidelines.

- Develop company systems for customer interaction and voice response, and control the implementation process.

About the company :

Our client is a Fortune 500 company based out of the US and one of the largest financial services and insurance companies in the world.

Key Responsibilities :

- Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance, and scheduling expenses.

- Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.

- Summarize, collect, and analyze call center trends and data for regular performance reports.

- Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.

- Define, establish, and meet CS and call center metrices.

- Establish quality and operational standards and manage them.

- Communicate with cross functional teams, understand the business dynamics, and run the business function.

The successful candidate :

- Must have gravitas and experience in dealing with US stakeholders.

- Must have 18+ years of relevant work experience with minimum 12+ years of call center experience and 5+ years of leading 50+ staff.

- Insurance background and diversity profile is preferred.

- Should have experience in leading processes, delivering completion on or before deadline.

What's on offer :

- Chance to work with a US based Fortune 500 company.

- Working directly with the CXOs.

- Driving the entire Customer Service Operations Strategy for the organization.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.