Customer Care Hub Manager

2 days ago

Mumbai Metropolitan Region, India One Story Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Operational Leadership

  • Overall management of the Customer Contact operations of the CCD BOM Hub in a 24x7 environment.
  • Lead employees to ensure operational performance metrics, service and quality standards and revenue targets are met.
  • Continually monitor and evaluate performance and efficiency through collecting, analysing and summarising data, reviewing trends and feedback to ensure customer service and quality standards are met.
  • Continuously monitor the operational dashboard and take immediate corrective actions to improve service levels.
  • Engage the team to drive up sales opportunities during customer contact.
  • Ensure that the operation is resourced at the optimal level to achieve departmental objectives, be responsible for roster management.
  • Provide frequent open communication with all team members to drive employee engagement and awareness of changes, promotions, etc.
  • Contribute to the strategic planning for the CCD and promote and implement agreed changes.
  • Build and maintain strong cross-departmental relationships and communications locally, regionally and globally.
  • Ensure Revenue, service, operational and budget KPIs are met.
  • Align all team members by transforming CCD sales and service level targets into initiatives and individual performance goals.
  • Review daily reports and monitor the performance of teams taking timely corrective actions.
  • Ensure nil operational risk breaches, and if a breach does occur, react swiftly and decisively to close.

Process improvement and efficiency

  • Drive continuous improvement to enhance productivity and quality.
  • Maintain and improve operations and service delivery through initiatives including

LEAN.

  • Identify and resolve issues and make appropriate changes as well as recommend

additions/adjustments to Corporate Standard Operating Procedures.

  • Ensure recommendations put forward are well thought out, analysed and validated.
  • Plan and execute change management strategies for the adoption of new

technologies and online interactions.

Skills: customer contact,ccd,contact center,hub manager,customer,customer service,customer service management,revenue

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