Director - Customer Service
Director - Customer Service
Director - Customer Service - BPO
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
Role:CEO/MD/Director
Employment Type:Permanent Job, Full Time
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