Job Description

:
Job Responsibilities :

• 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 :
(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 :
(Desired)

• Experience in managing both voice and non-voice operations.

• Familiarity with domestic and international customer service operations.

Skills Required