Job Description

Head of Customer Service Operations Job description ROLE CONTEXT: Lenskart is looking to bring on board a transformational, dynamic leader who will be responsible for running the Customer Service Ops The ideal candidate will supervise and oversee execution of the organization\'s overall customer experience goals, bring in innovative processes, build a strong team and build a culture of customer centricity at Lenskart. Incumbent should be passionate about leveraging technology. The incumbent has to be agile, energetic and proactive leader who leads by example and solves issues with intellect and empathy at the same time. ABOUT THE ROLE - KEY RESPONSIBILITIES . Process & capacity planning & improvement of efficiency . Drive customer excellence metrics for all process operations . Manage teams to handle customer reach out loads across all channels like chat, voice, social, bot etc . Strategizing and executing projects to improve customer service performance & practices . Analysis of global practices in e-Commerce Operations and implementation of the same within the team . Monitoring real time service levels and compliance adherence . Work with stakeholders such as tech, marketing, analytics etc to ensure best experience is given to the customer . Handlng a proficient team of direct reportees of 5-7 and indirect 200-250 people Job requirements KEY PERSONAL AND PROFESSIONAL ATTRIBUTES . Relevant work experience of 2-5 years in eCommerce/Operations/Category/Sales/ . BPO operations/ E-commerce Operations experience will be a plus . Excellent thought process in terms of real life problem solving . Strong academic and professional credentials with a proven track record or outstanding achievements . Should have at least a total of 10 - 12 years of work experience, with team and stakeholder management shades

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