AM - HR at Tata Unistore Limited
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Tata CLiQ - Centre Head - Contact Centre Operations (8-10 yrs)
To lead and manage critical customer-facing operational activity Outsourced Contact Centres.
- 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