Email: shalini.jain@abcconsultants.net
Job Description : Head Contact Centre
Location : Gurgaon
Organisation : worlds most respected bank
Responsible for ensuring World Class Customer Service Delivery on banking Platform
Maximizing & channelising the Support functions in the Bank help deliver enhanced Customer Service Experience by the Inbound channel.
Prime focus on Service delivery with enhanced Service Excellence at every customer contact in the Bank platform
Interface with Business w.r.t Product Launch, process changes etc & determine & finalise Bank role in the change management process.
Driving & Planning initiatives with Customer Centricity as the key focus
Responsible for
Zero Defect Service Delivery At CitiPhone
Robust Tracking /Guidelines/ Standardization
Timely Intervention
Visible Rewards and Penalty At Operations and Product
Sharing Gaps Meeting Timeliness with Accuracy
Handling Timely Escalation
Intelligent Call routing - Route Customers with Open Queries, PI's , Multiple Contacts to specialized VDNs
Repeat Call Reduction by Process Improvements, Customer Communication, Education , Proactive Call backs
Effective , Objective, Qualitative Call Monitoring
Leverage Technology
Best Practices Standardization
Problem Incidence Reporting/Trending
Identification of Process Gaps & Process Enhancements
Client First Initiatives with Operation Units
Productivity Enhancement Initiatives
Provide strategic inputs to CitiPhone Call Management team and Operations team and implement various new initiatives with product, control and compliance perspective.
Responsible for optimal utilization & streamlining of existing resources like SMS engine, IVR , Lin q to enhance & ensure seamless customer experience
Passions towards Service
Strong Analytical Skills
Ability to Lead the team for Results
Openness and willingness to change and flexibility in approach to meet demands of situation
Ability to excel in unstructured/undefined situations
Excellent Written & Oral Communication
Management Graduate from Tier I/Tier II Institutes
Minimum of 10 year experience in Customer Service Industry
Working experience in Financial Services will be preferred
Please send yur updated profile at shalini.jain@abcconsultants.net
