Head - Customer Care & Operations - Telecom/ISP

Job Description :

- Own and drive the Customer Care Operations for the business segment at a National level to drive customer delight.

- Would be responsible for ensuring continuous improvement on customer experience. To be measured through goals like NPS (Net Promoter Score)

- Would be responsible to ensure that operations are optimized, streamlined and as per the agreed KPIs.

- Leverage on technology to bring in quantum changes in operations efficiencies to service the customer better. Test and establish new strategies to improve the customer service experience.

- Keep ahead of industry's developments and apply best practices for continuous improvement.

- Work with cross functional teams to drive continuous improvement.

- Provide timely feedback to drive robust performance management

- Drive systematic knowledge management and a continuous learning process to better enable the customer care team to meet market and client needs

- Periodically report budget utilization and investigate spending variances to drive cost consciousness across the team

Required Experience :

- Experience of more than 5 years in managing customer service and operations

- Education qualification : Graduation. MBA preferred.

- Track record of increasing operational efficiency and improving customer service through technology

- Strong data analysis skills and experience working on data driven customer success projects

- Experience managing a team spread across multiple locations