VP - Contact Centre(Ecomm/OTA)

4 weeks 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.

  • Contact Centre Executive

    2 weeks ago

    Mumbai, India Sir H.N. Reliance Foundation Hospital & Research Centre Full time

    Company Overview Sir H. N. Reliance Foundation Hospital and Research Centre is a 345-bed, multi-specialty tertiary care hospital that excels in various medical disciplines, from cardiac to neurosciences. Strategically located in Mumbai, Maharashtra, it adheres to international standards and is renowned for its cutting-edge medical technology and commitment...

  • Contact Centre Executive

    1 week ago

    Mumbai, Maharashtra, India Team Management Services Full time

    The candidate must have an Impeccable Customer Services mindset Responds to and closes tickets logged on the portal within specified TAT Assign tickets to relevant region service engineers for timely resolution Co-ordinates effectively with the India Service team on the closure of tickets or impending issues Updates on weekly MIS reports Key Skills Required...

  • Centre In-charge

    1 week ago

    Mumbai, India Yuva Vikas Training Centre Full time

    Responsible for managing Centre operations. Enrollment of New Students, Managing Students & Faculty. Managing the Field Activities ( Mobilization, Pamphlets distribution, Key person contact. ) Tie ups with Schools, Collages & Classes. Tie ups with Hospitals & Clinics. Creating awareness in the society about our Courses in the Institutes. Schedule: -...

  • Contact Centre Executive

    2 weeks ago

    Versova, Mumbai, Maharashtra, India AGELESS CLINIC Full time ₹ 3,00,000 - ₹ 5,00,000 per year

    Job Title: Customer Support Executive Expertise: Inbound /Outbound/Chat/Mail/ WhatsApp/messaging and leading term Exp: 0 to 4 yearKey Responsibilities:1. Customer Interaction:Greet and welcome Customers as they call the contact centre.Assist Customers with filling out necessary forms in system.Answer phone calls and respond to emails promptly, addressing...

  • Portfolio Management

    3 days ago

    Mumbai, India Deutsche Bank Full time

    Job Description Portfolio Management & UKI OR Risk Centre, VP Position Overview In Scope of Position based Promotions (INTERNAL only) Job Title: Portfolio Management & UKI OR Risk Centre, VP Location: Mumbai, India Corporate Title: Vice President Role Description - You will be joining OR Group Portfolio Risk Management team, focused on enabling proactive...

  • Centre Director

    2 weeks ago

    Mumbai, India White Force Full time

    Job description /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin-top:0in; mso-para-margin-right:0in; mso-para-margin-bottom:10.0pt;...

  • Chef de Projet Centre de Contacts

    17 hours ago

    Chandivali, Mumbai, Maharashtra, India Novactive Full time

    Nous recherchons à renforcer nos équipes en gestion de projets, autour de solutions comme Genesys, Vocalcom, Zendesk ou Akio. **A propos d'Almavia CX****: Au cœur du quartier high-tech de Paris, Almavia CX est labellisée Happy At Work. Division CX en hyper-croissance du Groupe Nextedia, Almavia CX accompagne les projets de transformation digitale des...

  • Executive Assistant

    2 weeks ago

    Mumbai, India American Healthcare Academy Full time

    Executive Administrator to VP-Operations (Daycare Com pany) Primary Duties or Responsibilities: 1. Establishes and operates an efficient office by providing administrative support to the Vice-President-Operations. 2. Manages the day-to-day operational and administrative activities of the Vice-President by setting and monitoring her schedule, organizing the...

  • Call Centre Manager

    2 days ago

    Mumbai, Maharashtra, India ITAA Education Full time ₹ 7,20,000 per year

    February 24, 2022, Position 2, Mumbai, SalesDescriptionSalary offer – 5.50 Lacs – 6.00 LacsTotal Year of Exp – 6 -8 YearsThe candidate is required to set up a call center including co-ordination for the technical setup (including hardware, software. network) and preparation of SOP.Must be having track record of developing & implementing result oriented...

  • Centre Administrator

    6 days ago

    Ghatkopar, Mumbai, Maharashtra, India Amigo Academy PVT LTD Full time

    **Description** We are currently seeking a highly organized and detail-oriented Centre Admin to join our team. As the Centre Admin, you will be responsible for overseeing the day-to-day operations of our centre, ensuring it runs smoothly and efficiently. Your exceptional multitasking abilities and excellent communication skills will be crucial in...