AVP/VP - Customer Service Operations - BPO

About the organization:

A team of passionate individuals working to solve the problem of bad customer service in India. We are based out of New Delhi and are backed by a top-tier US VC firm. We are building India’s fastest growing customer service platform. 10,00,000+ consumers and 400+ brands are already using us.

Responsibilities:

- Accountable for achieving the revenue targets of the team

- Ensure adherence to operational processes for maintaining high CSAT scores

- Monitor the quality standards of the team and real time service levels

- Identify root causes for non-achievement of service level guidelines and develop solutions

- Set the direction and culture of the team by managing individual and team performance expectations and goals

- Conduct weekly review meetings with managers and handle the concerns of people on floor

- Review and analyze performance reports against targets on a weekly/monthly basis and help the managers in achieving their goals

- Manage and drive staffing plans, attrition, cost analysis, schedules, quality initiatives, process change initiatives as required

- Participation in the hiring and training of Managers, TL’s and Executives.

- Ensures employees growth & development, set priority, drive motivation & engagement for employees

Requirements:

- Post graduate degree from a reputed business school

- Minimum 8 years of work experience in BPO/KPO and handled a team of atleast 500 members

- Demonstrated excellent team handling skills in the past

- Developed operational processes from scratch in a BPO

- Location - New Delhi

Competencies:

- Decision making : Clearly defines problems, identifies all the facts and available alternatives. The candidate should be able to take speedy decisions.

- Customer Focus : Cultivates a customer-centric culture in the organization. Proactively anticipates and provide holistic solutions for delighting the customers.

- Coaching and mentoring : Invests time in coaching and mentoring for professional development of employees. Provides constructive feedback and help each individual to leverage their unique strengths.

- Communication : Communicates clearly and fluently to create understanding and co-operation between different teams. Actively listens to people to understand and seek feedback.

- Team Leadership : Shares a clear vision of the company with employees. Motivates and influences people to attain team goals. Develop clear roles for employees, set challenging goals and held them accountable.

- Ownership and Accountability for Results - Drives himself and others to achieve desired results. Reviews and monitors progress with course correction to ensure success. Constantly raises the bar after each achievement.