Deputy General Manager/General Manager - Contact Center Head - Diagnostic/Healthcare

Looking for candidate to take up the position for Head Contact Center-DGM/GM for leading international service provider of diagnostic and related healthcare tests.

Job Summary :

Development, Formulation and Execution of customer service & contact centre strategy to provide quick and responsive resolution to both external consumers, channel partners and internal teams to help answer consumer and customer queries, provide answers/solutions to requests and to help resolve complaints quickly thus driving consumer and customer experience and satisfaction.

Key Responsibility : 

- Drive Excellence in Consumer and Customer Experience

- Drive innovative solutions alongside other operational teams in the area of customer service leading to customer delight to reduce customer complaints at all touch points

- Design the current digital/Branch/Contact center experience across all the channels for continuously improving customer experience

- Ensure all queries, complaints & escalations are closed with the customer as per the agreed TAT.

Operational Management: 

- Manage the inbound and outbound contact center & service levels as per defined KPI's to maintain higest level of customer service.

- Develop knowledge repository to enable team, improve call quality and enhance decision making for enhancing First Call resolution rate

- Efficient resource deployment (Team size, span, shift utilization, skill sets, and technology roll out) in order to ensure budget compliance

- Drive compliance across entire contact centre operations as per requirement

Data Orientation :

- Track success metrics, synthesize results for team weekly, monthly, quarterly, annual reports. Take corrective action basis data and analysis as required to improve service & efficiency and communicate accomplishments and risks to leadership periodically.

Cost Reduction & Process Improvement" :

- Development of systems which automate existing manual processes to achieve optimized performance levels, reduce cost and time taken to service

- Development of SOPs & policies which increase efficiency,effectiveness and reduce conflicts

- Undertake process re-engineering and Cost saving initiatives (Evaluate & analyze existing customer service processes) for improved customer service which results in quality and cost efficiency

People Management & Development :

- Identify training needs and training implementation for specific competency development across - technical and behavioral across the team

- Lead the managers to maintain positive environment to ensure high levels of motivation and excellent team spirit through effective staff engagement efforts and staff recognition schemes

- Groom and promote internal talent wherever needed to provide career pathways within the co.

- Drive cross functional teamwork & collaboration for superior consumer and customer service

Stakeholder Management :

Engaging & influencing different cross-functional teams to deliver the best operational excellence & to continuously improve consumer & customer service and retention.

Vendor Management :

Monitor Vendor Management and partner with them to drive productivity, efficiency and improvement in consumer & customer service