AVP - Customer Service(outbound Process)

2COMS Consulting Pvt. Ltd.
  • Gurgaon
  • Confidential
  • 10-20 years
  • 811 Views
  • 12 Oct 2016
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  • Customer Service

  • BPO/ ITES/ Call Centers
Job Description

Year of Experience: 10+yrs of experience in International Outbound Contact Center / Outbound BPO

KEY RESPONSIBILITIES:

Managing site delivery of a large CRM account
Delivery Metrics and contractual SLA management
Day to day Client management
Managing an account of large no. of members
Lead all client and internal calls for the process, single point of contact
Direct Workflow, Training and other shared services for optimum functioning of account
Single point of contact for all financial decisions regarding the account
Manage attrition and career planning of all employees within span of control
Grow account strategically to increase top line for the organization
Provide Strategic advice for Business and Process Excellence
Own the P&L

SKILL REQUIREMENTS:

Should be from International BPO / Contact Center
Should have strong team handling experience
Strong financial management acumen. Understanding of P&L
Strong understanding of contracts and key BPO dynamics governing them
Strong customer service orientation and client management skills
Robust experience of driving key customer metrics like NPS
Fundamentally a strong people manager. Should be able to guide a team to success

Domain Specific Requirements:

Understanding of digital marketing and online tools


Job Posted By

2coms
Manager

About Organisation

2COMS Consulting Pvt. Ltd.