Manager - Contact Centre

This role is a leadership role which requires to establish a clear outline of the desired engagement experience offered to the customer. The key focus is to develop superior customer experience that offers best in class service, creates a positive brand perception, drive higher share of wallet. This position is responsible for qualitative & quantitative assessment, evaluating service quality, day-to-day customer engagement and guide the cross-function stakeholders to improve continuously. This role will collaborate with digital marketing, communications, operations and sales on day-to-day basis. He/She leads the design, strategy, planning and execution of the customer service setup. The collaboration includes customer technology to provide full visibility ‘First Call Resolution’ and coordinated response to customer queries. JOB ROLE & RESPONSIBILITIES:

• Works closely with all support functions such as Operation, Sales, Marketing, Finance, IT, etc. to ensure consistent experience across all touch points.
• Continuously reviewing and managing team performance and ensure KPI is met & Leading and motivating customer experience team.
• Conducting audits to analyze the opportunity area and to improve the quality, thus reducing customer escalation.
• Establish various customer touchpoints, determine methods to capture and analyze customer feedback on day-to-day basis, determine gap between “Promise and Delivery”.
• Develop the root cause analysis and process redesign to manage customer expectations.
• Mentoring, coaching, guiding, grooming & motivating the team to get optimum performance & to keep their interest levels high for the growth of deserving personnel & to control the attrition.
• Lead Cross functions calls, customer escalation calls, MBRs for Preferred Customers & WBR/MBR with vendors. SKILLS AND KNOWLEDGE REQUIREMENTS
• Minimum 8-12 years’ total experience in day-to-to-today operations that covers all segments of the service. Should have sound exposure to understanding customer needs and challenges across targeted industry segments.
• Understanding of CRM systems
• Experience in customer segmentation and successful communication campaigns
• Working knowledge of customer service software, databases and tools
• Excellent communication, planning & negotiation skills
• Excellent knowledge of management methods and techniques
• Email Etiquette, Verbal communication skills Educational Qualifications: Bachelor’s degree or equivalentRelevant Experience:
• Minimum 8-12 years’ total experience.
• Minium 4 years’ experience in leadership role.
• Should be confident and comfortable to take up an Individual Contributors role with shared team’s support.