Overview of the role:

Drive the effectiveness and efficiency of the Outsourced Contact Center Service Partner by defining customer success objectives, strategy, and tactics, and by leading a team that reinforces the implementation of standard processes that scale to achieve the ultimate goal of Customer satisfaction and best Customer Experience.

What you will do:-

Description of Accountability:

Processes: Monitor Outsourced Contact Center Service Partner performance to ensure SLAs are met (Voice, Non-Voice, Email)

Report& Analysis: Provide insights to the brand as a result of careful analysis of data and reports

People Management Responsibilities: Lead, enable and manage CS Ops Associates by providing coaching/ feedback, materials and data that will help CS Ops Associates work more effectively.

Planning and Budgeting responsibilities – Support in Budget exercise alongside finance and consciously adhere and control the approved budget

Risk Management: Detect early signals of risks address them, and provide path to escalation

Cross-Functional Coordination: Coordinate cross-functional processes that help meet complete resolution and satisfaction of customers:

• Relay customer feedback to the Product team and Business stakeholders

• Align with the Support team on resolution of major cases and report bugs to technical team

• Provide feedback to Business on the readiness of solutions that improves customer’s experience

• Help the Technical team overcome any delays in system implementation by participating in UATs as and when required

Skills

Required Skills to be successful:-

• Leadership Skills.
• Negotiation Influencing Skills.
• Interpersonal Skills.
• Team Management Skills.
• Excellent written and verbal communication skills
• Problem analysis and problem-solving
• Information management
• Formal presentation skills
• Persuasiveness
• Adaptability
• Innovation
• Judgment
• Decision-making
• Proficiency in communication & computer literacy are prerequisites.

What equips you for the role:

• Minimum 8-10 years significant experience in Customer Service and Customer Experience
• Degree/higher level qualification in business/operations/customer experience
• Management and people development experience
• Data and Analytics experience and knowledge of how to determine trends from Data
• SAP or similar experience
• High level of MS Office
• Experience on NPS programs
• Excellent data and trend analysis skills