Head - Customer Success/Customer Experience - Telecom/Internet/Online

Head - Customer Success/Customer Experience

- He / She would be responsible to head of Customer Service function across all contact centre's across the customer journey.

- She/He will leverage industry best practices and evolving technologies to create the best in omni channel experience for the customer across voice, chat, email support. This role will coach and set process/ SLA for a team of customer delight specialists and contact centre resources spread both in-house and outsource vendors/agency.

- The Head of Contact Centre's will ensure that customers receive consistent high quality service helping to resolve various queries within the SLA or TAT as defined and increase response and campaign metrics. Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.

Qualification & Experience :

- Graduate or MBA with minimum 14 years of leadership experience in customer services functions including contact centre management and development, omni channel, campaign process with exposure in implementing ideas, strategies, processes from Telecom/Service/Automobile/E-commerce industries.