Vice President - Contact Center - BPO

Short Description for Internal Candidates:

- Responsible for managing Pan India Operations for SMS customer service channel, leading teams in Contact Center operations in Gurgaon (Inhouse).

Description for Internal Candidates:

Role Accountability:

1. Lead front-end of Social Media servicing by setting up a dedicated social command center to monitor real time data and providing insights that can enhance social heath of Bank, administrating creation of response, publishing relevent and high quality response at all stages

2. Guide team to leverage right tool to manage customer queries, identify potential negative or crisis situation and apply conflict resolution principles to mitigate issues

3. Lead back-end of Social Media servicing by ensuring wing to wing resolution of social media issues with utmost accuracy, proactively identifying probable escalation/Early Warning Signal triggers, timely resolution of escalations and customer complaints

4. Lead - Non voice interactions by overseeing maintenance of revert TAT or Email, webform, letters and chat basis the agreed SLA

5. Drive first contact resolution along with repeat volume reduction

6. Lead Outbound Call Centre by overseeing quality of customer interactions, driving quality assurance, accuracy and efficiency in processes and adherence to compliance, regulatory and legal obligations, establishing governance mechanism between client and partner

7. Scan the market for industry leading practices/digitization automation and recommend the same for adoption within Bank operations

8. Drive effective coaching methods throughout the outbound operations while maintaining policies and procedures

9. Partner with stakeholders to develop strategies and segment customers

10. Lead projects to deliver higher productivity , Volume reduction and Enhanced Customer experience

11. Ensure process documentation and compliance adherence

Measures of Success(Define the Outcomes expected of the role) :

1. S2S Revenue as per agreed MOU

2. Achievement of defined SLAs (TAT, Average Handling Time, Call response rate, Call quality)

3. Budget and timeline adherence as per operating plan

4. Positive feedback from relevant internal & cross functional stake holders

5. CSAT Score

6. No adverse observations in internal/external audits

7. Retention Rate as per MOU

8. Card Activation Rate as per MOU

9. Cost per transaction

10. Agent productivity

11. Process Adherence as per MOU

Technical Skills / Experience / Certification (If any) :

1. Understanding of card lifecycle management processes

2. Upstream downstream process understanding impacting customers

3. Understanding of customer experience and operational delivery/project management