Head - Customer Delight - IT

JOB DESCRIPTION

- Location of Work: Bangalore

Background to the Role:

- Head of Customer Delight will lead the Customer delight function across all our contact centers across the customer journey.

- She/He will leverage industry best practices and evolving technologies to create the best in omnichannel experience for the customer across voice, chat, email support.

- This role will coach and set process/ SLA for a team of Customer delight specialists and contact center resources spread both in-house and outsource vendors/agency.

- The Head of Contact Centre(s) will ensure that customers receive consistent high quality service helping to resolve various queries within the SLA or TAT as defined and increase response and campaign metrics.

- Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.

- Develop and enhance Digital Engineering products (Web, Mobile apps) for Electric Mobility business lines

- Ensuring Contact Centre Partner ecosystem is robust

- Set the strategy for the development of the contact centers, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.

- Lead, inspire and co-ordinate the customer delight teams at all levels to create motivated and engaged colleagues.

- Responsible for the recruitment, training, induction and coaching strategy across inhouse and contact center teams

- Campaigns - Ensure training and management of specialised platform resources like Salesforce ( example) working closely with Product Teams

Functional Competency

The ideal candidate must have

1. Contact Centre Partner Ecosystem

2. Budget Planning and Allocations + Staffing

3. Advanced Analytical Skills

4. CDP and Campaign System Ops Understanding