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01/02 Pooja Jobalia
AM - HR at Tata Unistore Limited

Views:3406 Applications:272 Rec. Actions:Recruiter Actions:169

Tata CLiQ - Centre Head - Contact Centre Operations (8-10 yrs)

Mumbai Job Code: 660063

Summary:

To lead and manage critical customer-facing operational activity Outsourced Contact Centres.

Key Accountabilities:

- Lead inbound and outbound call centre functions to deliver service propositions achieving customer satisfaction and financial objectives

- Ensure the delivery of effective and qualitative response to customers

- Setting high standards of service by making the most effective and efficient use of call-centre staff and technology resources

- Work with outsourced call centre team to clearly define their responsibilities and develop key performance indicators/goals to ensure effective and efficient operation of the call centre

- Develop short and long-term plans for the call centre delivering direction, process improvement, human resource capability and organization support

- Analysing performance, highlighting problem areas and identifying improvement action

- Work on continuous improvement with focus on improving efficiency, productivity and superior service delivery with Speed and Accuracy against targets on AHT, CSAT, Occupancy

- Driving improvement projects to improve performance

- Complete ownership of customer communications through voice, email and app notifications, sms alerts

- Actively collate and analyse Customer Feedback - highlight to respective Business units

- Undertake regular One-on-One meetings, team meetings, coaching and counselling

Skills, Knowledge & Qualifications: 

- Experience and clear understanding of managing contact centres including understanding of CRM systems and prevailing technologies.

- Demonstrated ability in planning and organizing in large service delivery functions

- Proven skills in managing external vendors and stake holder management.

- Between 8-10 years experience in customer service management with at least two years in managerial level and above

- Experience in ecommerce would be an added advantage

- Team Management and Development - Understand gaps, provide feedback, train and motivate to develop a high performing team.

- Lean, Six Sigma Certification will be added advantage

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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