Lead - Customer Engagement
7 days ago
Responsibilities:
Leadership & Strategy:
- Develop and implement customer engagement strategies that align with the company’s goals and objectives.
- Lead, mentor, and manage the customer engagement team, fostering a culture of excellence and continuous improvement.
Operations Management:
- Oversee daily customer service operations, ensuring high-quality service delivery across all channels (phone, email, chat, social media).
- Analyze service metrics and customer feedback to identify trends, areas for improvement, and opportunities for innovation
- Meet the SLAs and other metrics set as targets as part of management reviews
Customer Experience Enhancement:
- Develop and implement customer service training programs that emphasize best practices and the use of technology.
- Monitor and assess customer satisfaction through surveys, feedback, and service analytics, take proactive measures to enhance customer experience.
- Lead the development, implementation, and optimization of chatbot technology to improve customer engagement and operational efficiency.
Technology enablement
- Study various tasks undertaken by the team to evaluate possible automation
- Work with both internal and external technology teams to build all the tech tools required to automate operations to the maximum possible extent
- Explore the best practices followed in the market in terms of technology and processes and see how we can implement it
Collaboration & Communication:
- Work closely with other departments (e.g., Sales, Marketing, Technology, delivery ) to ensure a cohesive approach to customer engagement and support.
- Communicate effectively with stakeholders, providing updates on performance, initiatives, and strategic plans
Team Building
- Build a team and culture that aligns with Akshayakalpa's Vision, values and culture
- Hire, retain and train employees. Wok with HR team to ensure regular appraisals, feed back and recognition
- Run various employee engagement activities working closely with HR
- Build a spirit of collaboration among team members
- Work on upskilling the team to enable them to take up more value-added roles
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