Director - I - Customer Service
GURGAON
Primary Responsibilities:
Vendor Relationship Management –
- Serve as the primary point of contact for outsourced call centre partners.
- Build strong, collaborative relationships with vendor leadership teams
- Conduct regular reviews to assess performance and provide strategic inputs on improvement
Performance Monitoring & SLA Management - Track and analyse vendor KPIs -
- Service Level (SL)
- Average Handling Time (AHT) – for LOBs with voice channels
- First Time Right (FTR)
- Customer Satisfaction (CSAT)
- Root cause analysis
- Quality, identify performance gaps and implement corrective action plans
Continuous Improvement -
- Identify opportunities for process optimization
- Lead improvement initiatives
- Support implementation of new tools, systems, or workflows
Financial oversight –
- Validate vendor billing as per terms for accuracy
- Drive cost optimization
Core Competencies -
- Vendor Management
- Building High Performance Teams
- Data Analysis
- Negotiation Skills
- Performance Optimization
- Collaboration & Stakeholder Management
Preferred Qualifications and Experience
- Proven track record in coaching agents, motivating teams, and managing performance through feedback and development programs
- Strong communication, problem-solving, and interpersonal skills.
- Expertise in monitoring KPIs such as CSAT, NPS, and agent turnover, using data to identify trends and optimize processes
- Ability to manage multiple escalations simultaneously in a high-pressure environment.
- Experience streamlining workflows, forecasting call volumes, scheduling, and integrating tools like AI for quality assurance.
