Director - I - Customer Service

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.