Assistant Vice President - Customer Experience & Process Excellence - Contact Center

Responsibilities :

Will be responsible for setting the vision and direction of teams at Customer Service/Contact Center.

Should be extremely analytical and data oriented in terms of understanding the correct metrics to measure the efficacy of customer care function across channels and optimize the right metrics.

Own the Voice of Customer across Customer Groups and touch points.

Represent and implement initiatives in streamlining customer experience across products, business functions and customer touch points.

Commission and coordinate consumer research and competition review to map customer insights wrt customer experience.

Analyze complaints from different touch points and implement solutions to reduce the same on an ongoing basis.

Ability to understand and analyze processes, customer journeys across different product and functions

Requirement :

Post Graduate from Premier college, Experience in Operations intensive industry is a must.

High level of analytical and problem solving skills

Experience of leading a team is mandatory

Professional work experience anywhere between 6 to 10 years.