Call Centre Head - Smartphone Vendor

JD - Call Centre Head

Job Location: Delhi/NCR

Company Profile:

Our Client is a leading player in the market and is one of the largest smartphone vendor.

Job Description:

The organisation has many call centres and now has taken a new initiative to set up their own Call Centre. The call centre Head will require to build a team together, define processes, systems and lay down the basic structure for the daily running and management of the call centre through the effective use of resources with responsibility for meeting, and possibly setting, customer service targets as well as planning areas of improvement or development.

Key Responsibility Areas:

There will be three types of calls / emails / chats on website / other communications this desk will be responsible for like Inbound calls from customers and internal teams and outbound calls to customer.

Planning and Development Effectiveness

- Support the Review of Call Centre Strategy and planning mechanisms.

- Identify opportunities for major improvement and support the Business Case development to facilitate the change implementations.

- Complete periodical review of Centre to benchmark performance and improvement opportunities.

- Introduce and supervise the use of best practice process methodologies to improve results.

Operational Management

- Day to day performance management in the call for speed, efficiency, sales and quality

- Overview action plan development in order to improve results in line with goals/targets.

- Develop a focus on Customer Satisfaction and Customer Centricity via the introduction of Quality Assurance and Customer Surveys, etc.

- Maintaining up-to-date knowledge of industry developments and involvement in networks

- Monitoring random calls to improve quality, minimize errors and track operative performance

Relationship Management

- Establish and maintain cordial and professional business relationships with colleagues and external providers. Create a `client focused' performance culture within the team

- Develop the staff member under your support to ensure professional growth and standards are met.

Candidate Profile:

- 15 - 20 years of experience is required, minimum of 5 years in a senior operations /management role in a call centre

- The ideal candidate will come from a strong customer oriented logistics services or business management background.

- Ability to define product value propositions and differentiators.

- Be willing to travel as required and work a flexible schedule

- The candidate should have a Master's Degree (with specialization in Management/Sales/Marketing/Operations) from a top institution

Skills:

- Outstanding written and oral Communication Skills

- Polished presentation and interpersonal skills.

- Must possess top level business management, interpersonal, and facilitation skills.

- Good financial and business sense and with Logical and Lateral Thinking Abilities

- High degree of personal integrity and strong ability to work collaboratively and effectively in a fast-paced, flexible, team based environment.

- Strong ability to prioritize key initiatives, develop business cases for budgets and resource investments and align multiple operating units towards common business development goals.

- Needs good knowledge of Microsoft Office and Windows-based computer applications.

Interested Candidates can call at 9654607577 OR apply with an updated CV, current location, current and expected compensation details