Tata CLiQ - Centre Head - Contact Centre Operations

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