Head - Call Centre and Complaints Management

PeopleStrong HR Services Pvt. Ltd.
  • Pune
  • Confidential
  • 5-10 years
  • Views
  • 12 Mar 2018

  • Others

  • Automobile/ Auto Components
Job Description

This role will be responsible for driving call centre operations, developing customer experience by enhancing technology solutions in coordination with IT; Co-coordinating with relevant stakeholders for efficient & timely complaint resolution and executing strategies/ initiatives that help transform call centre to a revenue centre in order to ensure best in class customer experience within organizational policies and government/ statutory norms 1. Contribution to planning Develop a plan to view call centre as a one stop shop for customers 2. Key actions and decisions (Long term and Short term) Manage Customer Service experience through helpline interaction Execute plan to develop call centre as a one stop shop for customers Work with IT to develop effective IT solutions on CRM, IVR and Dialler to drive a better customer experience Strategize, drive, review and evaluate processes within the call centre to drive better quality of interactions with customers by regular quality checks, training need identification, readiness of FAQs, training for agents for all product launches, offers, processes Effective complaint resolution management Coordinate with TSMs and ensure complaints resolution within TAT and highlight/escalate the various concerns (wrt closures/TAT) to the concerned stakeholders (TSMs/State Heads/RM) for the immediate resolution Drive quality of complaint closure done by the dealerships as per SOPs and provide feedback to the concerned TSMs and stakeholders accordingly Share and update critical escalations dashboards to SMT (Senior Management Team) and facilitate the team to share timely reports to functions to help reduce complaints and improve TAT Control operating expenses of call centres Explore and recommend additional call centres with lower operating expenses Monitor the call centre performance periodically and guide team to drive higher efficiencies within the call centre and increase productivity Identify and deliver value additions from the call centre with the same cost Work with technology team to identify /recommend automation of processes to reduce process inefficiencies. Growth and revenue contribution through lead generation for VAS Drive through team /partners on identified opportunities for lead/ value added services campaigns Use technology to segment customers with higher propensity to buy VAS and recommend to drive revenue linked campaigns from call centre Collaborate with various functions to drive revenue generating opportunities from call centre to move from a cost centre to a revenue centre. Strengthen call centre agency partner relationships Guide call centre agency partners on improving productivity and ways of increasing value additions in order to improve efficiencies Explore and recommend potential processes to be managed out of existing channel partners or new channel partners Collaborate with the contract team to enable effective channel partner management with minimal exposure to reputational/ business risks . 3. Nature of problems faced/ Scope of improvement opportunities Conduct training need analysis and providing training to agents on new products, launches, offers and changes etc. Analyse the causes of escalations and guiding the TSMs on the proactive action planning for bridging the gap Areas Update SOPs as and when required to update agents and dealers on any further changes Develop a robust BCP( Business Continuity Plan) strategy to provide real time service

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