Scrabble has been mandated to hire a Head of Customer Service for a rapidly growing solar brand. The role will be based out of Pune.
Responsibilities:
- Manage the organization's contact center operations
- Be responsible for all operational metrics (SLAs, resolution TATs, and customer experience)
- Act as trainer/ coach for call center team conducting new joiner and regular on-job training
- Drive our training programs and performance management frameworks for employee growth
- Work closely with the product team for developing technology solutions to improve existing processes and team productivity
- Drive 'continuous improvement' in call center operations to drive excellence
- Hire and build a highly motivated, well-trained contact center team
Qualifications:
- Min. 5-7 years of work experience working in operations or customer service roles
- Prior call center operations leading experience
- Experience in a fast-growth start-up environment is preferred (consumer-facing start-ups)
- Strategic and tactical thinker who can plan, execute and pivot according to circumstances
- Ability to work in a high-growth environment
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