Head - Call Center Operations
Vrinda Consultants · Gurugram · onsite · Posted 24d ago
About a minute. You'll make an account on the way through.
About this role
Call Center Operations & Strategy:
- Lead front office call center teams, ensuring smooth handling of customer inquiries, complaints, and service requests.
- Develop and implement customer service strategies to improve response times, satisfaction, and brand loyalty.
- Oversee omnichannel support (phone, email, chat, social media, and WhatsApp) to create a seamless customer experience.
- Utilize AI and automation tools to enhance efficiency and personalization.
- Establish and maintain Standard Operating Procedures (SOPs) to ensure service consistency and quality.
Customer Experience & Satisfaction:
- Monitor and improve customer satisfaction (CSAT, NPS, FCR, etc.) by analyzing feedback and implementing enhancement plans.
- Handle escalated customer issues, VIP requests, and high-net-worth client concerns with professionalism.
- Develop and execute customer retention strategies to ensure long-term engagement.
- Collaborate with internal teams (sales, property management, CRM) to ensure a seamless customer journey.
Team Leadership & Development:
- Build, mentor, and lead a high-performing call center team, including customer service agents, team leaders, and managers.
- Implement training programs focused on luxury service, conflict resolution, and soft skills.
- Foster a culture of excellence, innovation, and continuous improvement.
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