Key Deliverable:→ Define and drive the KPIs of the call centre and the backend support teams. Thus ensuring effective and qualitative response to customers (voice and non-voice).→ Implement and drive strong service recovery mechanisms to ensure the customer complaints and grievances are resolved in the most effective manner.→ Lead ground support for customer support agents and managers. Develop and assign efficient officers for implementing customer experience support plans.→ Measure the effectiveness of all customer support approaches and initiatives through various analytics and the formulate improved approaches and strategies that facilitate the achievement of consumer satisfaction targets.→ Drive effective use of CRM tools and also provide continuous insights for the development and implementation of new features.→ Drive churn retention programs, both proactive and reactive approach. → Maintain the customer base through various loyalty and effective service recovery mechanisms.

Role Objective – leading and delivering complex client engagements.leading a team of 300+ Contact & Support Associates and 6 Team Leads Key Deliverable:→ Responsible for the operational excellence of the sales and service process outsourced by leading companies from sectors of E-Commerce, Education, Telecom & BFSI. → Ensure delivery of effective and qualitative response to customers (voice and non-voice). Set high standards of service by making the most effective and efficient use of the call-center staff and technology resources. → Assessing efficiency & effectiveness of the processes and recommend changes based on best practices. Leading Support Transitions and establishing relationship with various internal / external stakeholders to garner support required for the projects. → Set goals for the team. Develop and implement KPI matrices and productivity trackers. Identify training requirement for the agents and conceptualize training programs for the team. → Maintain Quality assurance scores defined by the clients. Also define and implement internal quality assurance/control audits and process correction mechanisms. → Responsibility of P&L focused on achieving operations metrics. Manage- Profitability of teams, Productivity of teams and Cost of Revenue. Drive cost control measures across operations.

→ Drive segmented approach to classifying customer based on various value parameters to provide differential service experience. → Define, implement and monitor service experience KPIs of the operations teams for effective customer lifecycle management.→ Implement special loyalty and retention programs for Platinum & Gold segment customers. Drive differential treatment for this segment at the showrooms, Franchise and retail outlets. Drive programs to enhance the customers to higher segments.→ Drive penetration of value-added services and revenue generation activities, through target customer communications and promotions at showrooms and retail outlets.

→ Sustain the revenue by effectively retaining the postpaid customer base of 250 thousand generating monthly revenue of Rs.200 million.→ Implement retention offers and drive the retention team and outsourced vendors at call centre, Retail outlets and field operations to touch base and retain customers who intend to cancel the services.→ Drive the recovery process for collecting the outstanding payments from the customers in the retention base and reduce the flow to bad debt bucket.→ Drive predictive churn management programs for proactive service recovery.

→ Managing the delivery, quality and timelines for order processing and activation of over 400,000 telecom connections month on month.→ Drive logistics and shipping carriers to enhance efficiency, optimize cost and deliver the customer promise. Ensure back office support for new product, service and process changes.→ Consistently monitor and align the sales processes and procedures to improve customer experience and compliance to Government regulatory norms.→ Conduct regular meetings with the account managers and the vendors to identify customer needs & operational bottlenecks and make suitable process corrections.

→ Ensuring operational execution of Collection and Retention process of Rs. 130 million monthly billing and postpaid customer base of 200 thousand. → Seamless Fulfillment of new connections. Drive document compliance management & KYC norms as stipulated by the Government regulatory body through continuous education and training programs at distributors and retailers points. → Effective Management of the business outsourced agencies to ensure superior customer experience. Drive Complaint reduction and increase the first-time resolution at showrooms and retail outlets.→ Drive focused activities for High Value & Corporate segment base to improve customer retention and revenue from this segment.

As Head - Acquisition Process Interface, → To ensure the smooth fulfilment of new accounts both postpaid and prepaid into the network while ensuring the quality of the accounts in terms of prospective revenue generation and meeting all the regulatory requirements.→ Manage external vendors for pick-up of application forms from retail points, document verification and data entry into the CRM systems.→ Post activation, conduct address and credit verification.→ Ensure the collection of 1st 3 bills of post-paid acquisitions. Appoint and manage collection agency and drive the team to get the bills paid to ensure churn level doesn't exceed the minimum acceptable levels. As Cluster Head – Customer Care, → Implement and drive customer service operations at company touch points, retail showrooms and distributors points.→ Ensure smooth functioning of ‘CIOU’s (Customer Integrated Operating Units) to ensure company’s target of Service Delivery, customer retention and revenue generation is met.→ Implement and monitor key performance indicators to enhance customer experience at the retail touch points.→ Conceptualize and implement customer loyalty and churn management programs across customer touch points→ Recruit, induct and train all role holders in the customer service domain including periodic rollouts of new processes and quality standards.

→ Drive the customer care operations at the district of Kollam through a chain of customer care officers located at the district office, franchisee and marketing associates. → Monitor complaint resolutions, mobilize additional deposit enhancements, credit limit enhancements, reduction in idle base, and exposure management → Appoint, Drive and Review performance of Collection agencies to meet the company’s target in the Collection and bad debt reduction.→ Drive a team of relationship executives to contain the customer churn within the accepted limit→ Conduct regular training programs and knowledge updates to the customer care team, channel partners and field executives. → Ensure process adherence and system validations and maintain regular reporting to the management.→ Ensure proper Address and Credit verification (AV & CV) for all post-paid accounts is done within defined TAT and credit limits assigned to the accounts.→ Review accounts for habitual defaulters. Reassign credit limits and risk class of accounts.

→ Supervise the Hotel Front Office Operations → Guest Relations and C-SAT monitoring→ Complaint Escalation management.→ Drive walk-in sales and coordination with tour operators to enhance occupancy.→ Conduct training programmes for team members and new Joinees.