Customer Experience Head - J34966

Sampoorna Computer People
  • Mumbai
  • 10-15 lakh
  • 8-12 years
  • 19 May 2015

  • IT/ Information Technology

  • IT/ Technology - Software/ Services
Job Description

-Manage and mentor an in-house inbound/outbound call center team dedicated towards providing an excellent after-sales service to our customers
-Work with Senior Management to improve operations, quality and efficiency- this involves continuous reviewing and managing performance of the team on the floor
-Collaborate effectively with senior management and related departments, including administration, human resources, and finance
-Perform continuous assessment of service levels, while furnishing oversight and guidance regarding effective customer service techniques
-Develop and maintain a continuous quality assurance program to improve end-user satisfaction
-Build a high performing team open up interaction channels like chat and email, create a team responsible for customer activation programs, build a team to interact with customers on various social media and e-commerce platforms

Desired candidate should have;
-Overall 8 years of call center experience
-At least 3 years of call center management experience
-Heavy focus on improving quality parameters
-Good with data and numbers
-Graduation in any discipline with Distinction
-Has a proven record on good communication skills and stakeholder management
-Prior experience in a start-up preferred
-Prior experience of setting up a call center or customer facing teams is a big plus

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Sampoorna Computer People