Looking for Sr. Manager Customer Care for Mumbai location.

- Responsible for end-to-end Customer Service Call Centre Operations for all brands under the Hamilton Housewares umbrella. The objective is optimizing Customer experience and Cost to serve. Ensure brand standards and statutory guidelines are continuously met.

Strategy Evaluation & Structuring :

- Understanding of the customer service processes, platforms, networks and technologies being used by major competitors and service providers - and defining strategic roadmap.

- Structuring the ideas/proposals - including infrastructure, technology, people and processes.

- Build a Digitisation/Automation road map with clear milestones, investments, resources and risks.

- Negotiations & Contract finalization (internal/external)

- Create and publish budgets & KPIs.

Set-up & kick-off operations :

- Set-up of CRM, and aligning it to Hamilton processes for maximizing customer delight and minimizing effort and TAT.

- Propose, evaluate, and assist hiring of requisite teams for managing this operation.

- Understand and evaluate the technology available in the market, its compatibility with the organization and cost effectivity in short & long term - CRM, QR Coding, Dialers, Apps etc

- Map the process in sync with the market - competitive SLAs, TAT, Abandon %, NPS/happy calling etc.

- Drive cost efficient manpower structures across the operations, including evaluation & recruitment of new talent.

Running the operations :

- Formulate std SOPs to be followed for each process and each stakeholder and ensure adherence.

- Manage the daily routine operations across all channels - Email, Call, Chat, Whatsapp etc ensuring SLAs, compliances and other KPIs targeted, through the assigned IH/outsourced teams and agencies.

- Align the Process, Customer experience journey and costs with Business leaders and verticals.

- Issue resolutions and management of escalations.

- Ensuring a high CSAT/NPS positive score.

- Understanding consumer insights on product/part quality and sharing the learning with QC teams.

- PDI & Installation monitoring wherever required.

- Manage warranty & loyalty programs as launched by the organization

- Training the team by identifying gaps and upgrading the Skill matrix

- Create, monitor and publish monthly MIS.

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