Vice President - Customer Service Operations - eCommerce Contact Center

Dear Candidate,

One of our leading MNC eCommerce clients is looking for Vice President role who has strong work experience in Customer Service Operations.

Job Details:

Designation : VP (Site leader for Customer service - equals to above VP)

Experience : 15 - 18 Years.

Location : Noida and Coimbatore

Requirements:

- Should be in Customer Service.

Will lead a large team of up to 750 associates

Job Description :

Will be responsible for setting the vision and direction of your teams at Customer Service/Contact Center. You will lead a large team of up to 750 associates (450-500 off peak), team leads, customer service managers and operations managers to improve customer experience, increase productivity and maintain service levels. The contact center provides support to both the North American, European and India business units in email and chat contact mediums. This is a senior-level management position that is fully accountable for the results of the reporting teams at the customer service center.

Key responsibilities:

- Responsible for the overall direction, coordination, and evaluation of the teams under management. Understands and demonstrates core values and Leadership Principles. Carries out supervisory and management responsibilities in accordance with the organization's policies and procedures. Mentors others in developing Leadership behaviors. Hires, manages, and develops high performing teams. Identifies individual strengths of team members and actively fosters career advancement

- Actively seeks to understand core business values and initiatives, and translates those into everyday CS practices. Works with Operations to determine strategy to achieve overall site goals. Shapes the direction of the team, keeps them focused and motivated to deliver the right results. Combines a deep cross-functional business understanding with a long-term industry wide strategic context for all decision making. Understands how to position the organization for success. Effectively applies best practices to all strategic decisions. Solves complex customer service issues by proactively identifying and eliminating root cause barriers to accuracy, productivity, and quality. Maximizes resources for the greater good of the organization.

Ideal candidate Profile & Qualifications :

- The ideal candidate will have a strong commitment to leadership, employee development, an understanding of Lean and Six Sigma, and a keen interest in and familiarity with technical systems, in addition to an exceptional level of dedication, motivation, and intelligence. Demonstrated ability managing and developing large high-performance teams

- Demonstrated familiarity with general principles of workflow in an inbound call/email center, and current technologies to help manage that workflow. Must possess exceptional analytical capabilities.

- The candidate should have a specialized skill set in running large scale production operations, preferably in a contact center environment. A deep knowledge in continuous improvement methods such as Kaizen, Lean, DMAIC, etc. is required.

- The ideal candidate will have at least 15+ Years or more management experience in a fast paced, rapidly changing operations environment. Strong oral and written communication skills, as well as a strong technical and analytical aptitude are required. A bachelor's degree, or higher, in operations, or a related field, is required. The ideal degree would be in engineering, operations, supply chain or a related field. An advanced degree in a quantitative field is preferred (mathematics, stats, engineering, or science or an MBA).