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Job Responsibilities :
| • Manage a diverse team of 150 to 200 FTEs, fostering a collaborative and inclusive work environment that promotes professional growth and development. • Monitor and analyze key performance indicators (KPIs) related to customer service, identifying areas for improvement and implementing data-driven solutions. • Develop and implement operational strategies, policies, and procedures to streamline processes, enhance efficiency, and improve overall customer satisfaction. • Collaborate with cross-functional teams to ensure alignment and seamless integration of customer service strategies with overall business objectives. • Oversee the recruitment, training, and development of customer service representatives, ensuring they have the necessary skills and knowledge to deliver exceptional service. • Manage resource allocation, workforce planning, and capacity management to ensure optimal staffing levels and operational efficiency. • Represent the organization at client engagements, building strong relationships and ensuring customer satisfaction and retention. • Stay up-to-date with industry trends, best practices, and emerging technologies to continuously enhance customer service operations. |
Job Responsibilities :
| • Experience in leading and managing inbound customer service teams across multiple regions and cultures. • Proven ability to drive process improvements and implement innovative solutions to enhance operational efficiency and customer satisfaction. |
Criteria : (Must have)
| • Graduate/Post Graduate • Minimum 12 years of relevant experience in managing domestic inbound customer service operations with a deep understanding of cultural nuances and regional regulations. • Proven ability to manage inbound customer service operations and handle complex customer inquiries. • Strong team management experience |
Criteria : (Desired)
| • Excellent leadership and people management skills with the ability to motivate and inspire teams. • Proficiency in multiple languages would be an added advantage. |
