VP - Contact Centre(Ecomm/OTA)

6 days ago

Mumbai, India Customer Capital Full time

Customer Capital
is at the forefront of providing innovative Product as a Service- solutions, tailored to meet the needs of large enterprises. We specialize in creating commerce platforms— including shopping, travel, and deals—that are seamlessly integrated with loyalty programs to serve the end customers of our clients.

As a funded company founded by industry veterans in India, Customer Capital leverages a robust SaaS cloud-based platform to power these comprehensive solutions. Our expertise lies in combining loyalty with commerce to drive meaningful customer interactions and boost engagement. Join us to be part of a dynamic team that is transforming the landscape of loyalty and commerce for some of the biggest names in the industry.

Customer Capital is seeking an experienced
VP, Contact Centre to lead and optimize our call centre operations and customer service strategies.
This role will drive operational excellence, enhance customer satisfaction, and ensure a seamless contact centre experience.

Key Responsibilities:

·      Oversee call centre operations, ensuring efficiency, quality, and performance optimization.

·      Develop and implement customer service strategies to enhance satisfaction and retention.

·      Lead, mentor, and manage contact centre teams, ensuring high engagement and productivity.

·      Utilize data-driven insights to improve service metrics and operational effectiveness.

·      Collaborate with cross-functional teams to align customer service initiatives with business goals.

·      Ensure compliance with industry standards, policies, and regulatory requirements.

·      Drive process improvements, automation, and technology adoption for enhanced service delivery.

·      Monitor and analyze KPIs, including customer satisfaction (CSAT), first-call resolution (FCR), and service levels (SLAs).

Qualifications & Experience:

·      
10+ years
of experience in call centre operations, customer service, or customer experience leadership.

·      Proven expertise in managing large-scale contact centres and driving operational success.

·      Strong leadership skills with experience in team development and performance management. Strategic mindset with the ability to drive innovation and customer-centric improvements.

·      Excellent communication, problem-solving, and decision-making abilities.

·      Familiarity with customer service technologies, CRM systems, and omnichannel platforms.

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