Overview of the role:
Drive the effectiveness and efficiency of the Outsourced Contact Center Service Partner by defining customer success objectives, strategy, and tactics, and by leading a team that reinforces the implementation of standard processes that scale to achieve the ultimate goal of Customer satisfaction and best Customer Experience.
What you will do:-
Description of Accountability:
Processes: Monitor Outsourced Contact Center Service Partner performance to ensure SLAs are met (Voice, Non-Voice, Email)
Report& Analysis: Provide insights to the brand as a result of careful analysis of data and reports
People Management Responsibilities: Lead, enable and manage CS Ops Associates by providing coaching/ feedback, materials and data that will help CS Ops Associates work more effectively.
Planning and Budgeting responsibilities – Support in Budget exercise alongside finance and consciously adhere and control the approved budget
Risk Management: Detect early signals of risks address them, and provide path to escalation
Cross-Functional Coordination: Coordinate cross-functional processes that help meet complete resolution and satisfaction of customers:
• Relay customer feedback to the Product team and Business stakeholders
• Align with the Support team on resolution of major cases and report bugs to technical team
• Provide feedback to Business on the readiness of solutions that improves customer’s experience
• Help the Technical team overcome any delays in system implementation by participating in UATs as and when required