Operation Head - Call Centre/Contact Centre - Voice/Blended

Operation Head - Call Centre/contact centre (Voice/blended)

Job Description :

- 6 days working , general shift

- 10 - 20 Years of proven customer support experience in call center / contact center (Both Inbound and Outbound , Voice/blended ) for product based company.

- Candidates from BPO/KPO are preferred .

- Total strength of the call centre is around 65 including 3 Team Leaders.

Purpose of the Position :

The Head of Customer Service (Call centre head) will lead and transform the customer experience function for the tyre business within the GCC in India. This role is responsible for building a customer-centric culture, optimizing service operations, driving digital transformation, and ensuring high service standards across B2B and B2C channels.

Key Roles & Responsibilities :

The major/primary roles and responsibilities of the job will be as follows, including but not limited to :

Strategy & Leadership :

- Develop and implement customer service strategies aligned with business goals

- Build and lead a high-performing customer service team

- Define KPIs and service standards to ensure excellence

- Drive a customer-centric culture across the organization

Operations Management :

- Oversee daily customer service operations (call center, email, chat, etc.)

- Ensure timely and effective resolution of customer queries and complaints

- Optimize processes for efficiency and scalability

- Implement best practices and service frameworks

- Oversee tyre-related complaints, warranty claims, and field inspections

- Analyze root causes of failures and coordinate with HO CS team for corrective actions.

Customer Experience (CX) :

- Monitor customer satisfaction (CSAT), NPS, and other metrics

- Identify pain points and improve customer journey

- Collaborate with product and sales teams to enhance customer experience

Team Management :

- Lead, mentor, and scale a high-performing customer service team

- Build leadership pipeline and capability within the GCC

- Drive a culture of accountability, performance, and provide coaching

Technology & Process Improvement :

- Implement and manage CRM and support tools

- Leverage automation and AI to improve service efficiency

- Analyze data and generate insights for continuous improvement

Stakeholder Collaboration :

- Work closely with sales, marketing, product, and operations teams

- Act as the voice of the customer within the organization

Skills, Knowledge, and Competencies :

- Strong customer-centric mindset

- Expertise in CRM tools.

- Operational excellence and process improvement

- Data-driven decision making (Understanding of BI)

- Excellent communication and stakeholder management

- Leadership and team-building skills

- Exposure to global markets (Preferred)

- Digital transformation / automation initiatives