Head - Customer Service Operations - Internet/Online

We have an opportunity with one of our client for the position of Head Customer service Operations based at gurgaon.

Role & Responsibilities:

Customer obsession:

- Leading the customer service and operations organization comprising 250+ individuals and at least 10 Managers.

- Actively participate in and drive the continuous improvement culture

- Percolate organization culture and values.

- Drive people and work force productivity

- Use data to take decisions and make constant improvements.

- Work with cross functional teams.

- Responsible for key KRA's such as - Cost of Service; TATs; CSAT scores and NPS Scores.

Project & process Management:

Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate.

- Drive process excellence.

- Work closely with Product/ technology to identify and automate the use cases.

- Develop and implement training programs to improve the quality and productivity of the team.

- Drive process improvements to enhance the operational efficiency

Preferred Qualifications/Skills/ personality:

- Knowledge of Six Sigma/Lean Processes

- High problem solving skills.

- Project Management

- Direct experience in Contact Center Operations (Customer Service, Sales, or Collections)

- Exceptional skills in data manipulation and analysis

- Strong communication and leadership skills

Please Note: Travel Process Experience is must.