Spectra - Head - Contact Center Back Office Operations

Head - Contact Center Back Office Operations

Designation - Senior Manager

Business/Function - Customer Experience & Access

Sub Function (Department) - CC Back Office Ops

Job Purpose :

- Head Contact Center Back Office Operations and is responsible for the planning and execution of all- Service Request Management and Root Cause Analysis & Fix for all Inbound and Outbound customer contacts leading to continuous improvement of the customer experience and customer delight for all B2C, BBB and B2B customers.

Dimensions -

Staff No. of subordinates (Please mention direct, indirect subordinates separately) : 1 Direct, 10 - 15 (Partner)

Principal Accountabilities :

Key Accountability Statement :

- To design and implement a comprehensive and customer friendly SR management process for both technical and non-technical SRs with industry best turnaround times (SLAs) to ensure customers get a professional and consistently high quality service and great resolution experience. Objective is to deliver "Wow"experience and achieve best-in-class customer advocacy

- Design strategies to minimise Repeat SRs by analysing process-wise service requests and design action plans to ensure that issues are not repeated

- Act as the Voice of the Customer, championing change and improvements to enhance the processes to deliver world class resolution experience through appropriate root cause analysis and root cause fix

- Design, implement and execute end-to-end customer resolution processes and their associated closelooping methodologies and customer experience enhancers.

- Manage the day to day performance of the Contact Centre Back Office Operations to deliver best-in-class Service Levels and quality resolutions. Ensure adherence to resulution SOPs and Processes

- Conceptualise and implement SR reduction strategise by redesigning processes and enabling IT systems to deliver higher FTRs

- Manage Contact Center Partners and drive them to deliver best-in-class performance and a "Wow" Customer Experience

- Manage Outbound customer contacts to deliver best closelooping experience to customers

- Manage access to all resolution systems to the back office team to ensure quick turnaround times for providing resolutions

Key Interactions :

Whom do you contact internally and externally :

- Marketing/Product/Sales/RAD

- Network Planning/NOC/SDA/Network Partner

- IT

- Business Excellence

- Contact Centre Partners

Briefly describe the reason for this interaction :

Products, Plans -

- For complaint resolution, service assurance, and service experience

- Technical support for Contact Centre Operations and new developments

- Process design and process audit

- Contact Centre Operations - execution and deliverables

Knowledge, skills and experience

Educational qualifications ( Threshold educational background required to execute the role ) - Graduate / Post-graduate

Relevant experience : 8 - 10 years of hands-on operations experience; 3-4 years operational experience in managing back office and customer complaints in a telco or ISP environment

Threshold skills and capabilities required to execute the role :

- Positive attitude and willing to go the extra mile to help people

- Quick-thinking, willing to learn new things and fast learner, adaptable with a high standard for quality; able to multi-task and deliver on tight deadlines

- Good ability to motivate, manage and drive partners

- Excellent knowledge of MS - Office, CRM, Billing, Provisioning and other systems

- Should be interested in and knowledgeable about latest trends and developments in customer experience and online space

- Good Communication skills - verbal & written ;

- Strong leadership and people management skills - work closely with Quality, Training, BE and across functions to drive synergy and customer delight (internal & external)

- Strong analytical capability - Root-cause analysis & fixes