- Design call centre Strategy to implement short/long-term plans for achieving org objectives.

- Communicates and evangelizes a customer experience vision and defined goals of stake holders that drive consistent end to end customer experience across the organization.

- Creating power pack service team and Customer first culture. Manage all strategic initiatives at broad level that are Business Driven and operationalize to meet business goals efficiently and effectively.
 
- CRM & Dialer strategies for effective data base management for all line of businesses

- Being a customer experience head oversees the development of a continuous stream of data to analyze, measure, and evaluate, customer behaviours and sentiments and develop and implement a roadmap of customer experience goals.

- Develop, implement and maintain effective internal and external Quality Assurance programs fostering continuous improvement and exceeding Service Level and customer experience. Also ensures, KPIs are continually reviewed and expectations are met with optimum levels of quality & service delivery.

- Keeping a check on daily operational efficiency for smooth functioning of process. Establish mechanisms to ensure enhancement in the overall productivity, volume and Competence levels of all LOB division through strategic interventions

- Identifies and recommends or acquires updates and expansions to technology, equipment and policies that may improve customer experience and process efficiency.

- Building and maintaining effective internal and external stakeholder relationships.Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis

- To manage entire contact centre for Inbound & Outbound. Boost up team's morale, performance and talent.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.