Head Customer Care-Call Centre [DGM/ GM Level] Job in PeopleOne Consulting

As head of customer care you will be responsible for entire operations of customer care department. You will be managing all aspect of customer interface i.e. voice, email, fax and mails. Brief job profile of this position is as follows:1. To manage customer contact channels in the designated region.2. To manage 24 by 7 contact centre operations with in limits of time and budget.3. To define KRA''s and KPI''s for the team members.4. Process mapping and process improvement.5. Evaluates Servicing training programs and training materials, and measuring effectiveness and initiating improvements as indicated6. To coach, counsel, mentor and motivates associates on service delivery and quality parameters.7. Driving call quality processes to improves quality.8. Drive process of sales, customer care, service provisioning and call quality

Minimum Requirements

An ideal candidate for this position should be graduate preferably an MBA from good institute having 10-15 yrs of experience with atleast 4-6 years of experience in call centre and customer care in a telecom or BPO. Candidate need to have good understanding of telecom operations and must have good communication and team building skills.

B.B.A, MBA/PGDM, MCA