Job Description
Position : Head - Customer Service Delivery
Reporting to : Joint President
Team Size : 700 spread across 3 Contact Centres
Level / Grade : VP / SVP (M7/M8)
Location : Thane
Key Deliverables
- Supervise, guide and motivate the Customer Service Delivery / Contact Centre team
- Drive the performance and efficiencies of all the LOBs in the Contact Centre / Customer Service team
- Provide optimum service experience to the customers in a consistent manner through timely resolution of issues.
- Ensure adherence to service & quality benchmarks and provide world-class service experience for customers
- Ensure strict adherence to process TATs and also adherence to commitments made to the customers.
- Work closely with the Quality team to provide periodic feedback to Team coaches and Team managers
- Meeting Process SLA and ensuring team member and process KRA's are achieved
- Analyse Data and identify improvement opportunities in the processes
- Work with the Projects team on reduction of customer interactions
- Capacity management & workforce planning.
- Vendor management, Cost Control & P&L management
- To work on Process Re-Engineering and Re-designing to reduce TAT's.
- Work on Customer Delight and Customer Centricity Projects
Qualifications & Experience :
- Graduate / Postgraduate with 12-15 years in managing large, multilocation Contact Centre / BPO / KPO servicing Financial Services sector (preferably Broking sector)
- Service Level / Service Quality
- Sound experience in Process Reengineering
- In-depth knowledge of NPS management (Net Promoter Score)for enhancing customer experience
- Should have good communication (verbal & written) & presentation skills.
- Should be a self-starter, proactive & target oriented.
- Should possess strong networking & relationship building skills
- Exposure to Projects and NPS will be advantageous
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
Reporting to : Joint President
Team Size : 700 spread across 3 Contact Centres
Level / Grade : VP / SVP (M7/M8)
Location : Thane
Key Deliverables
- Supervise, guide and motivate the Customer Service Delivery / Contact Centre team
- Drive the performance and efficiencies of all the LOBs in the Contact Centre / Customer Service team
- Provide optimum service experience to the customers in a consistent manner through timely resolution of issues.
- Ensure adherence to service & quality benchmarks and provide world-class service experience for customers
- Ensure strict adherence to process TATs and also adherence to commitments made to the customers.
- Work closely with the Quality team to provide periodic feedback to Team coaches and Team managers
- Meeting Process SLA and ensuring team member and process KRA's are achieved
- Analyse Data and identify improvement opportunities in the processes
- Work with the Projects team on reduction of customer interactions
- Capacity management & workforce planning.
- Vendor management, Cost Control & P&L management
- To work on Process Re-Engineering and Re-designing to reduce TAT's.
- Work on Customer Delight and Customer Centricity Projects
Qualifications & Experience :
- Graduate / Postgraduate with 12-15 years in managing large, multilocation Contact Centre / BPO / KPO servicing Financial Services sector (preferably Broking sector)
- Service Level / Service Quality
- Sound experience in Process Reengineering
- In-depth knowledge of NPS management (Net Promoter Score)for enhancing customer experience
- Should have good communication (verbal & written) & presentation skills.
- Should be a self-starter, proactive & target oriented.
- Should possess strong networking & relationship building skills
- Exposure to Projects and NPS will be advantageous
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
💡 Quick Summary
Seeking a career-building opportunity? The Head | Customer Service Delivery | BPO position is now open for candidates interested in the BPO Jobs sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.