Job Description as follows: - Progressively setup and manage multiple captive &amp; outsourced contact center hubs across different geographic locations catering to voice and non voice contact servicing - Identifying new customer service channels and platforms (Chat etc.) and Integrating for Omni channel servicing strategy - Devising and implementing mechanisms for segmented customer servicing - Increase profitability through Cross Sell and upsell through Inbound and Outbound processes - Devising and implementing strategies for enhancing customer retention through Contact Centre and Dedicated teams. - Managing New customer Onboarding through Inbound, Outbound and Alternate channels - Continually monitors the overall functioning of processes, identifying improvement areas &amp; implementing adequate measures to maximize satisfaction levels - Adherence to SLA's and contact center productivity matrices as per established standards and build operational excellence - Continually benchmark with industry leaders and relevant industries to evolve &amp; adopt best practices - Leveraging Technology to enhance customer satisfaction and operational efficiencies - Providing strategic inputs to business through customer VOC on product and process design, engaging with stakeholders to deliver better value propositions to customers - Guides service operations and insists higher standards of Recruitment, Training, Work force management, resource &amp; incentive planning, Quality monitoring, Performance reporting &amp; Analytics - Identify suitable Outsourcing partners, Establishing stable operations and Monitoring Vendor Performance, including Billing and Information Security - People Leader - Continually devise people engagement &amp; Connect programs to stay connected with the frontline employees, managers for career planning &amp; progression in their respective span - Proactively updates senior management with Clear, Concise report &amp; memorandums - Manages Budgets and Cost to Serve for the vertical - Hires and develops talent with effective succession planning

Gurgaon/Gurugram

Senior Vice President/Head - Customer Care Services - NBFC Contact Center  

Senior Vice President/Head - Customer Care Services - NBFC Contact Center   ,Job Description for Senior Vice President/Head - Customer Care Services - NBFC Contact Center   in Scalene in  Gurgaon/Gurugram for (12-15) years of experience. Apply Now!

Job Description for Senior Vice President/Head - Customer Care Services - NBFC Contact Center   in Scalene in  Gurgaon/Gurugram for (12-15) years of experience. Apply Now!