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Head of Department

2 months ago

Bengaluru, India Thrillophilia.com Full time

Overview:

We are seeking an experienced and dynamic Head of Customer Service to lead and manage our customer service department at Thrillophilia. The ideal candidate will have over 15 years of experience in customer service, with a proven track record of managing large call centers, creating and implementing processes and policies, and driving revenue generation. The role requires exceptional leadership skills, a deep understanding of customer escalation procedures, and expertise in training and development. The successful candidate will also be responsible for building a new department from the ground up.


Key Responsibilities:


1. Department Leadership and Management:

    - Oversee daily operations of the customer service department, including managing a large team of customer service representatives, team leads and managers.

   - Provide strategic direction and set objectives to ensure the department meets and exceeds performance targets.

   - Foster a positive and productive work environment, ensuring high levels of employee engagement and satisfaction.


2. Process Creation and Optimization:

   - Design, implement, and continuously improve customer service processes and workflows to enhance efficiency and effectiveness.

   - Develop and establish Standard Operating Procedures (SOPs) to standardize operations and ensure consistent service delivery.


3. Policy Development:

   - Create and enforce customer service policies and procedures that align with company goals and industry best practices.

   - Stay abreast of industry trends and regulations to ensure compliance and incorporate relevant changes into department policies.


4. Training and Development:

   - Develop and execute comprehensive training programs for new hires and existing staff to improve skills and performance.

   - Identify skill gaps and create targeted development plans to support career growth and enhance team capabilities.


5. Revenue Generation:

   - Collaborate with sales and marketing teams to identify opportunities for cross-selling and upselling through customer interactions.

   - Utilize data-driven insights to enhance customer satisfaction and loyalty, contributing to increased revenue and business growth.


6. Customer Escalation Management:

   - Oversee the handling of complex customer issues and escalations, ensuring prompt and effective resolution.

   - Analyze escalation trends to identify root causes and develop strategies to prevent recurring problems.


7. Building and Scaling the Department:

   - Lead the setup of a new customer service department, including recruiting and training staff, setting up infrastructure, and establishing operational processes.

   - Develop and manage budgets for the department, ensuring cost-effective operations while maintaining high service standards.


8. Performance Monitoring and Reporting:

   - Monitor key performance indicators (KPIs) and metrics to evaluate department performance and identify areas for improvement.

   - Prepare and present regular reports to senior management on departmental performance, achievements, and challenges.


9. Customer Experience Enhancement:

   - Drive initiatives to improve the overall customer experience, leveraging customer feedback and insights to make data-driven decisions.

   - Implement and manage customer satisfaction and feedback mechanisms to continuously refine service offerings.


10. AI Integration and Process Automation:

   - Leverage AI technologies and automation tools to streamline customer service processes, reduce manual workload, and enhance operational efficiency.

   - Evaluate and implement AI solutions, such as chatbots and predictive analytics, to improve   customer interaction and service delivery.



Requirement:

- Experience:  Minimum of 15 years of experience in customer service management, with significant experience managing large call centers and teams.’

- Leadership: Proven ability to lead and inspire a large team, with strong skills in conflict resolution and team building.

- Process and Policy Development: Extensive experience in creating and implementing customer service processes, policies, and SOPs.

- Training and Development: Demonstrated expertise in designing and delivering effective training programs.

- Revenue Generation: Experience in driving revenue growth through customer service strategies and initiatives.

- Customer Escalation: In-depth knowledge of managing customer escalations and implementing strategies to resolve complex issues.

- Building Departments: Experience in setting up and scaling customer service departments from scratch is highly desirable.

- Analytical Skills: Strong analytical abilities to interpret data, generate insights, and make informed decisions.

- Educational Background: Bachelor's degree in Business Administration, Management, or a related field. An advanced degree or relevant certifications is a plus.