Head - VP Level - Customer Interaction Group - Telecom

Head- Customer Interaction Group- VP level- Telecom Company- Delhi

Managing Customer Interface :

- Devise processes and controls to provide a WOW experience to customers contacting the inbound call centre

- To ensure customer satisfaction levels through prompt handling of customer queries and resolution of customer complaints

- Effectively handling and reducing calls per subscriber

Ensuring all KPIs are met (accessibility, quality, customer satisfaction and costs) :

- Service Levels/Answered Levels

- Call Quality

- KASH

- Repeats calls

- CPS

- Forecast accuracy

Maintaining a strong two way communication between the Corporate and Circle CIG teams for seamless operations

Other Responsibilities :

- Conduct a full team meeting with all team members once in a month.

- Review customer process and improvement.

- Review monthly forecast and CIG budget.

- Monitor quality resolution of customer calls.

- Review call centre performance and customer feedback.

Functional Competencies :

- Innovative & Strategic thinking for creating and reengineering systems/ processes

- Target and achievement orientation

- Knowledge of customer service operations in other industry

- Understanding of call centre parameters, operations and technologies

- Creation of process compliance and resourcefulness

- Expertise in statutory compliance for Call Center processes

Essential Requirements :

- The person should be an MBA.

- He should have 20 Years+ experience, minimum 5 yrs of Telecom years.

- He should have knowledge of Call Center Operations.

- Customer Experience.