Head – Customer Service/Complaints &Escalations/NPS & Service Quality – Contact Centre/BPO/KPO (8-12 yrs)

JOB DESCRIPTION : Head – Customer Service (Complaints and Escalations / NPS & Service Quality)

Position Head – Complaints and Escalations/ Service Quality & NPS

Reporting to SVP – Customer Service

Team Size Team

Level / Grade : VP (M7)

Location : Thane

Key Deliverables : 

– Manage all incoming customer complaints and escalations through various channels, viz, inbound calls, emails, chatbots etc

– Drive the performance and efficiencies of the Complaints and Escalations team in the Contact Centre / Customer Service team

– Supervise, guide and motivate the Customer Service Delivery / Contact Centre team

– Provide optimum service experience to the customers in a consistent manner through timely resolution of issues.

– Ensure adherence to service & quality benchmarks and provide a world-class service experience for customers

– Ensure strict adherence to process TATs and also adherence to commitments made to the customers.

– Work closely with the Quality team to provide periodic feedback to Team coaches and Team managers

– Meeting Process SLA and ensuring team member and process KRA’s are achieved

– Analyse Data and identify improvement opportunities in the processes

– Work with the Projects team on reduction of customer interactions

– Capacity management & workforce planning.

– Vendor management, Cost Control & P&L management

– To work on Process Re-Engineering and Re-designing to reduce TATs.

– Work on Customer Delight and Customer Centricity Projects

Qualifications & Experience :

– Graduate / Postgraduate with 8 – 12 years in managing large, multilocation Contact Centre / BPO / KPO servicing Financial Services sector (preferably Broking sector)

– Customer Complaint Management

– Service Level / Service Quality

– Sound experience in Process Reengineering

– In-depth knowledge of NPS management (Net Promoter Score)for enhancing customer experience

– Should have good communication (verbal & written) & presentation skills.

– Should be a self-starter, proactive & target oriented.

– Should possess strong networking & relationship building skills

– Exposure to Projects and NPS will be advantageous


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