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TL-Lead-Customer Service-Thane

Aditya Birla Group — Thane, THANE

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Experience 7-9 Years yrs
Age 21-35 yrs
Gender Both
Salary Not Disclosed LPA
Department Sales Loans
Product Loans

Job Description

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

 

Frequently Asked Questions

What are the eligibility criteria for the TL-Lead-Customer Service-Thane job at Aditya Birla Group?

Eligibility typically includes the qualifications and experience outlined in the job description above, with around 7-9 Years years of relevant experience expected for this role.

What are the primary responsibilities of a TL-Lead-Customer Service-Thane at Aditya Birla Group?

The key responsibilities for this role are detailed in the Key Responsibilities section above, covering the core duties expected of a TL-Lead-Customer Service-Thane at Aditya Birla Group.

Is prior experience required for this position?

This role requires around 7-9 Years years of relevant experience, as specified in the job listing. Please refer to the Qualifications & Experience section above for full details.

What skills are important for this role?

Skills relevant to this position are outlined in the Qualifications & Experience section above. In general, strong communication, domain knowledge, and the ability to meet role-specific targets are valued across similar BFSI positions.

How do I apply for the TL-Lead-Customer Service-Thane role at Aditya Birla Group?

You can apply directly using the Apply Now button on this page, which will take you to Aditya Birla Group's application process for this role.