Job Description

Job Responsibilities

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Manage and lead a team of 400 to 450 employees, providing guidance, coaching, and support to ensure effective service delivery. Manage and monitor key performance indicators (KPIs), service level agreements (SLAs) & manage the site's profit and loss (P&L) Oversee the operations of the customer service vertical, including inbound customer service, voice, non-voice, email, chat support, domestic and international operations. Develop and implement strategies to enhance customer satisfaction, improve operational efficiency, and drive continuous improvement. Collaborate with cross-functional teams, such as human resources, training, and quality assurance, to ensure seamless operations and employee development. Manage resources effectively, including staffing, budgeting, and forecasting, to ensure optimal resource utilization and cost-effectiveness. Ensure compliance with company policies, procedures, and regulatory requirements. Foster a positive and inclusive work environment, promoting employee engagement, development, and retention.

Identify and implement process improvements and automation opportunities to streamline operations and enhance productivity. Develop and maintain strong relationships with clients, ensuring their needs and expectations are met or exceeded.

Criteria

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(Must have)

Graduate/Post Graduate Minimum 15 years of work experience, primarily in the customer service vertical. Proven leadership and people management skills, with the ability to manage a large team effectively. Proficiency in languages such as English, Tamil/Malayalam as primary and also good to know of Telugu and Kannada

Criteria

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(Desired)

Experience in managing both voice and non-voice operations. * Familiarity with domestic and international customer service operations.