Key Responsibilities :

- Drive customer outcomes, product adoption, meet and customer experience

- Build automation tools for better efficiency and customer experience

- Ensuring that agents have the knowledge and skills to answer customers' inquiries, requests for support, or problems quickly and effectively and that the Center's specifically own team meets all productivity and quality metrics.

- Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement.

- Develop company-wide customer success motion integrating processes, content, and data to/from stakeholders.

- Provide product improvement ideas based on customer feedback.

- Deliver transformational leadership so that the team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.

- Address escalated customer issues with speed and urgency, orchestrating resources across the company as appropriate.

- Foster collaboration within the team and across the customer lifecycle. Work closely with Business and Product/Tech peers.

- Recruitment planning and training need analysis through agent monitoring so that they have the skills and knowledge to meet customer service.

- Initiating and supporting all Service enhancement initiatives across the Organization

- Revising procedures, reports, etc. periodically to identify hidden risks or non-conformity issues.

- Developing and overseeing control systems to prevent or deal with violations of legal guidelines, compliance norms, and internal policies Requirements:

- Proven ability to develop strategies, translate them into initiatives, and track successful delivery.

- Demonstrated operational excellence in analytical thinking, process development, and improvement, problem-solving, communication, delegation, and planning

- Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity.

- Willing and able to address escalated customer issues with speed and urgency.

- Ability to manage influence through persuasion, negotiation, and consensus-building.

- Strong empathy for customers and passion for growth.

- Excellent communication and presentation skills.

- Analytical and process-oriented mindset.

- Prior experience in setting up/ managing automation platforms towards outbound/inbound functions.