Customer Service Manager

TLC DigiTech; Gurugram District; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

TLC DigiTech is seeking a seasoned Customer Operations leader to provide strategic and tactical direction, ensuring customer delight through close collaboration with senior leadership and cross-functional teams. You will oversee Voice, Chat, Email, Back Office and other omni-channel operations, manage P&L for programs, and lead weekly, monthly and quarterly reviews with clients and internal leadership.

The role emphasizes profitability, budgeting, stakeholder management, and continuous process

Responsibilities

• Create and present business reviews to the Client and internal leadership on weekly / monthly basis.
• Generate additional process insights, RCAs and Action Plans to improve customer experience.
• Designing and presenting all Performance Reviews to the client and the company Leadership Team.
• Responsible for profitability of the current program.
• In depth knowledge of diverse business functions & operations best practices (Voice, Chat, Email, Back office, WFM, Training, Quality, Resourcing, Customer Service, Sales etc.)
• Responsible for a wide spectrum of Operations and P&L responsibilities, must be able to multitask across multiple business operations with proficiency.
• Lead, manage and monitor Sales, Stakeholder Management and Contact Centre Management and take ownership of Budgets.
• Prepare and conduct effective and timely weekly, monthly & Quarterly Business Reviews.
• Should have deep knowledge and understanding of the BPO/Contact Centre operations, Competition & Market trends.
• Must have managed Voice, Chat, Back-office and other Omni channel BPO customer operations.
• Experience in P&L management preferred with understanding of budgeting, financial planning, project and site level financials at Gross, Operations.
• Excellent communication (written and verbal) and interpersonal skills.

Job description

Job Summary

The position is responsible for the overall leadership of Customer Operations providing strategic and tactical operational direction to the team in order to achieve desired business goals and to ensure customer delight through close interaction with the leadership.

Key Responsibilities

• Create and present business reviews to the Client and internal leadership on weekly / monthly basis.
• Generate additional process insights, RCAs and Action Plans to improve customer experience.
• Designing and presenting all Performance Reviews to the client and the company Leadership Team.
• Responsible for profitability of the current program.
• In depth knowledge of diverse business functions & operations best practices (Voice, Chat, Email, Back office, WFM, Training, Quality, Resourcing, Customer Service, Sales etc.)
• Responsible for a wide spectrum of Operations and P&L responsibilities, must be able to multitask across multiple business operations with proficiency.
• Lead, manage and monitor Sales, Stakeholder Management and Contact Centre Management and take ownership of Budgets.
• Prepare and conduct effective and timely weekly, monthly & Quarterly Business Reviews.
• Should have deep knowledge and understanding of the BPO/Contact Centre operations, Competition & Market trends.
• Must have managed Voice, Chat, Back-office and other Omni channel BPO customer operations.
• Experience in P&L management preferred with understanding of budgeting, financial planning, project and site level financials at Gross, Operations.
• Excellent communication (written and verbal) and interpersonal skills.