Accepting Applications
Full-time
On-site
LinkedIn
Posted 3 weeks, 6 days ago
1 views
0 applications
Job Description
Job description -
- Manage a diverse team of 350 to 400 FTEs, fostering a collaborative and inclusive work environment that promotes professional growth and development.
- Monitor and analyze key performance indicators (KPIs) related to customer service, identifying areas for improvement and implementing data-driven solutions.
- Develop and implement operational strategies, policies, and procedures to streamline processes, enhance efficiency, and improve overall customer satisfaction.
- Collaborate with cross-functional teams to ensure alignment and seamless integration of customer service strategies with overall business objectives.
- Oversee the recruitment, training, and development of customer service representatives, ensuring they have the necessary skills and knowledge to deliver exceptional service.
- Manage resource allocation, workforce planning, and capacity management to ensure optimal staffing levels and operational efficiency.
- Represent the organization at client engagements, building strong relationships and ensuring customer satisfaction and retention.
- Stay up-to-date with industry trends, best practices, and emerging technologies to continuously enhance customer service operations.
- Experience in leading and managing international customer service teams across multiple regions and cultures.
- Proven ability to drive process improvements and implement innovative solutions to enhance operational efficiency and customer satisfaction.
Criteria's -
- Graduate/Post Graduate
- Minimum 15 years of relevant experience in managing international customer service operations in a global context with a deep understanding of cultural nuances and regional regulations.
- Proven ability to manage international customer service operations and handle complex customer inquiries.
- Strong team management experience
- Excellent leadership and people management skills with the ability to motivate and inspire teams.
- Proficiency in multiple languages would be an added advantage.
Work timings - Australian Shifts ( 5 working days, Rotational Week-off)
Kindly share profiles on VijayR17@hexaware.com and vrushalid@hexaware.com