Head Customer Service (Top MNC)

Confidential
  • Chennai, Delhi
  • 45-70 lakh
  • 12-18 years
  • Views
  • 09 Nov 2016

  • Senior Management-Operation, Quality Control - Product/ Process, Customer Service

  • Banking - Retail, Telecom/ Mobile Operator/ ISP/ Telecom Vendor, BPO/ ITES/ Call Centers
Job Description

. ESSENCE OF ROLE- Key Accountabilities
• Responsible for the customer service strategy and execution
• To manage customer service for all in-house & outsourced operations
• Responsible for managing the overall Cost of Service
• Strategies and tactics to manage overall churn
• To build a high performance and service centric culture
• To retain talented team members , TNI & performance gaps of team members

Strategic
• To design customer service strategy & initiatives in line with the objectives of the company
• To enhance the Service Reach/Access, collaborating with the retail head
• To design tactics and strategy to manage overall circle churn within defined limits
• To keep a tab on business trends and forecasting requirements for enhancing the customer experience further
• To facilitate Automation/Process Changes that will enhance “Customer Experience” across all customer touch points
• To focus on reducing the Cost of Service
• To provide inputs to the Corporate Service Delivery Team on “changes/practices”

Operational
• To manage call center operations and SLA delivery
• CSG – Service provisioning & activations, Complaint & Request TAT Management, Process Improvements, Regulatory Compliance, Audits- Process/Transactional Level , Overall MIS
• HNI- Segmentation, Revenue and Relationship management
• Facilitate training including Process, Soft skills, Behavioral, Skill based for service and retail manpower
• Maintain quality- Transactional & Process Level, TRAI/TNS Audits, and audits for retail outlets
• Recruitment/Manpower – Planning & adherence
• IT infrastructure requirement/enhancement & UATs
• Supporting zonal teams in CS delivery

Developmental
• Talent retention through career planning
• Create a work environment that is conducive for company’s growth
• Identify TNI basis performance gaps of team members

Ket Result Area
• Customer Service Operations Management
• Deliver high quality service through all touch points
• Continuous Service Enhancement
• Process Improvements
• Churn Management & Customer engagement
• Regulatory compliance with regards to Documents & Complaint resolution
• Enhancement of employee skills and capabilities through training programs
• Cost control through optimum operations
• Effective budget allocation & management of overall cost of service