Overview
TL-Lead-Customer Service-Thane Jobs in Maharashtra, India at Aditya Birla Capital
Title: TL-Lead-Customer Service-Thane
Company: Aditya Birla Capital
Location: Maharashtra, India
Key Result Areas
Supporting Actions
Strategic Leadership
- Develop and execute a future-focused strategy for the contact centre, ensuring alignment with organizational objectives.
- Drive transformation initiatives to position the contact centre as a strategic enabler of customer satisfaction, loyalty, and retention.
- Anticipate market trends, customer expectations, and technological advancements to stay ahead of the curve.
Customer-Centric Approach
- Champion a culture of customer obsession by embedding a customer-first mindset across teams.
- Use data-driven insights to personalize customer interactions and address pain points proactively.
- Regularly gather and act on customer feedback to refine service delivery
Operational Excellence
- Oversee all operational aspects of the contact centre, including staffing, scheduling, agent & service performance management, and compliance.
- Continuously improve key metrics such as First Call Resolution (FCR), Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Average Handling Time (AHT).
- Establish and enforce service level agreements (SLAs) to ensure consistency and reliability in customer interactions.
Data-Driven Decision Making
- Establish a comprehensive performance measurement framework, leveraging advanced analytics to track and improve key KPIs.
- Utilize predictive analytics to forecast demand, optimize resource allocation, and anticipate customer needs.
- Provide actionable insights to drive decision-making and continuous improvement.
Cost Management
- Optimize operational budgets by driving efficiencies, managing resource utilization, and reducing costs without compromising quality.
- Conduct regular financial reviews to ensure alignment with organizational goals and ROI expectations
Stakeholder Management
- Collaborate with cross-functional teams, including marketing, sales, technology, and product teams, to align contact centre goals with broader business priorities.
- Manage vendor relationships to ensure optimal performance from outsourced partners.
- Serve as the primary point of contact for senior leadership, providing regular updates on contact centre performance, challenges, and opportunities
Innovation and Technology Integration
- Spearhead the integration of cutting-edge technologies, such as AI, Generative AI, chatbots, and predictive analytics, to enhance efficiency and customer engagement.
- Leverage automation and self-service solutions to optimize workflows and empower customers.
- Collaborate with technology teams to implement CRM systems, omnichannel platforms, and advanced reporting tools.
Team Leadership & Development
- Build, inspire, and lead a high-performing team of managers, supervisors, and agents.
- Design and implement robust training programs to ensure teams are skilled, motivated, and aligned with organizational goals.
- Foster a culture of accountability, collaboration, and innovation
