Job Responsibilities :
• Manage a diverse team of 150 to 200 FTEs, fostering a collaborative and inclusive work environment that promotes professional growth and development.
• Monitor and analyze key performance indicators (KPIs) related to customer service, identifying areas for improvement and implementing data-driven solutions.
• Develop and implement operational strategies, policies, and procedures to streamline processes, enhance efficiency, and improve overall customer satisfaction.
• Collaborate with cross-functional teams to ensure alignment and seamless integration of customer service strategies with overall business objectives.
• Oversee the recruitment, training, and development of customer service representatives, ensuring they have the necessary skills and knowledge to deliver exceptional service.
• Manage resource allocation, workforce planning, and capacity management to ensure optimal staffing levels and operational efficiency.
• Represent the organization at client engagements, building strong relationships and ensuring customer satisfaction and retention.
• Stay up-to-date with industry trends, best practices, and emerging technologies to continuously enhance customer service operations.
Job Responsibilities :
• Experience in leading and managing inbound customer service teams across multiple regions and cultures.
• Proven ability to drive process improvements and implement innovative solutions to enhance operational efficiency and customer satisfaction.
Criteria :
(Must have)
• Graduate/Post Graduate
• Minimum 12 years of relevant experience in managing domestic inbound customer service operations with a deep understanding of cultural nuances and regional regulations.
• Proven ability to manage inbound customer service operations and handle complex customer inquiries.
• Strong team management experience
Criteria :
(Desired)
• Excellent leadership and people management skills with the ability to motivate and inspire teams.
• Proficiency in multiple languages would be an added advantage.
Hexaware Technologies Chennai, Tamil Nadu, IND Office
MCN Nagar Ext, MCN Nagar Extension, Thoraipakkam, Chennai, Tamil Nadu, India, 600097
