Head of the Contact Centre



ekincare is growing at rapid pace, during an incredibly exciting time in the health tech and insure tech industry. The Head of Contact Center Experience role at ekincare is absolutely vital to our company’s continued success. We highly value our unique culture at ekincare,and we will be entrusting this person to deliver high productivity through controlling, monitoring, analyzing & reviewing system. You will be responsible for the overall direction, coordination, and evaluation of the teams under management. We are looking for someone who is dynamic, innovative,creative, has outstanding character, and possesses an incredible knack for understanding human nature.

Reporting manager: AVP Operations
Type of role: Full time
# of years of experience:  6-10 Years
Title: Head of Customer Service
Salary: up to 12L
Story about eKincare:https://yourstory.com/2016/12/ekincare-storyline/
Product overview:https://yourstory.com/2018/06/app-fridays-ekincare/
Awards & accolades: Nasscom emerge 50

Responsibilities & Preference

·     Constant development and improvement for inbound and out bound processes

·     Overall responsibility for managing end to end customer experience

·     Drive revenue from in-house call center

·     Manpower planning and team building

·     Responsible for overall contact center infrastructure

Key Deliverables

·     NPS across product lines and services

·     Initiatives to improve customer experience and implementation

·     Drive revenue from outbound contact center

·     Maximize feedback ratings at all customer touch-points

·     Ensuring maximum productivity and efficiency of the contact center

·     Managing and improving key TATs across processes including voice and non-voice

Qualifications - Graduation from a Tier 1 school

Graduation from a Tier 1 school 

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