Client Partner at Hector & Streak
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Head - Digital Contact Center - NBFC (10-15 yrs)
Head Digital Contact Center
Opening for Head digital contact center
The position is with reputed NBFC
Location : Mumbai
Exp : 10+ years
CTC : Open
Job Purpose statement :
- To make strategic decisions & lead the formation of the digital contact strategy, design appropriate service and propositions, research and recommend the correct digital contract channels for our market and costumer profile interfaces.
- Responsible for succeeding with growth to uptake of digital channels and delivery of customer contact efficiencies across digital service lines, delivered with compromising existing revenue, service and margin position.
Duties & responsibilities :
- Responsible for succeeding with growth of uptake of digital channels and delivery of customer contact efficiencies across digital service lines, delivered without compromising existing revenue, service and margin position.
- Qualify and understand the full range of market trends, influences and opportunities relevant to the business, market and customer base
- Understand the challenges and opportunities within both existing and new customer segments.
- Develop compelling and differentiated digital propositions. Compile case studies to demonstrate our value. Identify new capabilities and/or partnerships required to strengthen capabilities.
- Manage and lead your team, and work collaboratively with the customer operations team to embed new tools and technologies and offer a successful digital transformation.
- Identify, research and select key third party suppliers, working in an inclusive relationship capacity to achieve all required outcomes.
- Own all digital contact; lead and deliver continual improvement and development of the multi-channel/omnichannel proposition
Key Challenges :
- Gaining and understand of Digital market trends and opportunities that are relevant to the contact center
- Ensure consistent delivery of service Email, Web Chat, Social, SMS, IVR etc
- Designing and implementing ways to develop various channels
- Identifying and researching third party suppliers.