Director - Customer Service

Director - Customer Service

Director - Customer Service

Director - Customer Service - BPO

CareerNet Consulting 

 15 - 22 yrs


Job Description



Lead a cross-functional team comprising of : 

- Workforce Mgmt & Forecasting 

- Planning & Commercial 

- CS Analytics 

- Quality ( Process Excellence & Transaction Monitoring ) 

Role Specific : 

- Problem Solving & Analytical Skills - Ability to analyze and infer customer insights from data will be a key capability. Managing and providing analytical leadership to a team of analysts 

- Technology Leverage - Good understanding of the Contact Center / CX Tech Stack. Experience with Implementing CX Technology Solutions. Good understanding of the technology trends in Contact Center / CX space 

- Influencing Skills - Able to work across Product, Operations, Training, HR & 3rd Party Service Providers - and drive their actions in a way that positively impacts customer experience. 

- Program & Change Management - Ability to drive and manage change management initiatives 

Company Standard : 

- Execution Excellence - Is able to drive quantifiable results ( for scale and complexity) 

- Strategy & Design thinking - Long term view. Big Objectives. Think & strategize for end to end (customer as well as of the value chain). Ability to break down the strategy into an executable roadmap 

- Inspiring Leader - Builds strong teams, Coaches & mentors the team & Rallies the team behind a common purpose 

- Applied Innovation - Able to identify the pain points, can work out solutions & successfully implement 

- High Level Functional Deliverables / Expectations 

Workforce Management & Forecasting : 

- Lead a workforce planning team Inhouse and across multiple 3rd partner sites. 

- Ensure capacity plan by managing trade-offs between Customer Exp, Employee Exp, & Cost 

- Develop & improve forecasting models using advanced data analysis and statistical tools 

- Mitigate capacity risks by managing dependencies across multiple sites & channels. 

Planning & Commercial : 

- Help prepare budgets basis accurate forecasts ensuring minimum variable from AOP 

- Help delivery ROI on identified transformation opportunities for Experience Enhancement 

- Ensure accurate and timely financial reporting 

- Drive contractual compliance across all 3rd Party relationships 

CS Analytics : 

- Create and Implement an Analytics Strategy for Best in Class Service Delivery 

- Enable the functional leaders with Insights to help deliver on all CX L0 / L1 Metrics 

- Leverage existing and additional relevant technologies for Reporting & Analytics across functions 

- Built a team of Business Analysts with deep domain expertise in CX Journeys 

Quality : 

- Drive Lean / 6 Sigma / Continuous Process Improvement culture across CX 

- Institutionalise Structured Problem Solving for delivering Business Impact 

- Build a team of Black Belts & mentor Yellow | Green & Lean Projects 

- Create and implement a strategy for Transaction Monitoring


Salary: Not Disclosed by Recruiter

Industry:BPO, Call Centre, ITeS

Functional Area:Top Management


Employment Type:Permanent Job, Full Time

URL For Applying :