Head - Customer Service - Inide Sales - FinTech

- To develop and update customer service policies and processes as per the convenience of Sales and customers

- Manage multi-region opportunities by building and managing projects

- Manage and monitor the supervisors, team leaders, executives and sub-agents to excel efficiency and drive service and sales

- Build and maintain a positive working environment that attracts and retains high quality staff

- Reviewing the performance, identifying training needs to increase NPS and FCR

- Tactical emphasis on Enhancing relationship value within deptt.

- Workforce Planning, maintaining service levels, Quality Management & Recruitment

Skills:

- Expert in setting and managing contact centre and outsourced vendor

- People management skill i.e should have managed team of 250+ at least

- Involved in hiring and recruitment

- Driving inbound customer service & outbound

- Planning, budgeting, and organizing customer service programs to achieve pre-defined goals

Persona:

- Minimum 10+ years of experience Call centre operations of which at least 3 yrs in a leadership position managing large teams of 250+.

- Experience in Banking / financial services/ NBFC mandatory.

- Enterprising leader with a strong record of contributions in streamlining customer operations,invigorating businesses, heightening productivity, systems & procedures, targeting assignments in Client Experience.