Head - Customer Service - BPO

- Head - Customer Service, is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process and technology, to deliver key service outcomes for customers.

- Looking for candidates with experience in leading large teams of customer service people of 300+ from the telecom/call centre/bpo/ecommerce/payments /new age industry with 15 + years of experience

- Strategically lead and develop an operational team to enhance performance by setting clear accountable performance measures

- Responsible for-Profit Centre/Cost Centre Budgets.

- Take keen interest to create strong and diversified culture and processes to achieve business goals and objectives with regard to customer service

- Improve NPS (Net Promoter Score) / CSAT (Customer Satisfaction) other Customer Metrics

- Responsible for reduction of the cost to serve

- Lead, motivate, empower and engage the Customer Service Team and ensure continuous up-skilling in customer services through evaluation, development and training of teams

- Enhance the First Call Resolution by prompt action where necessary

- Identify new strategies, tools and technologies to improve customer service experience

- Drive better sales through enhanced quality of service & monitor closely on a weekly basis

- Use Customer Insight and Root Cause Analysis to assess, execute and manage companywide improvements

- Act as the Voice of the Customer & Champion Customer Service across the organisation.

- Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of training, coaching & development opportunities.

- Define, negotiate and agree the effective utilisation of resources in line with service specifications.

- Work effectively with all peers and stakeholders (Product, Tech, IT, Business & Support Teams) to negotiate and influence customer improvements

- Continually develop improvements and embed successful change projects.

- Drive quality and consistency

- Should have a 6Sigma or quality Certification