Head Customer Service | Scrabble & Jigsaw
Posted on January 22, 2024
Job Description
Scrabble has been mandated to hire an Head – Customer Service for a rapidly growing solar brand The role will be based out of Pune
Responsibilities:
● Manage SolarSquare's contact center operations
● Be responsible for all operational metrics (SLAs, resolution TATs, and
customer experience)
● Act as trainer/ coach for call center team conducting new joiner and regular
on-job training
● Drive our training programs and performance management frameworks for
employee growth
● Manage SolarSquare's contact center operations
● Be responsible for all operational metrics (SLAs, resolution TATs, and
customer experience)
● Act as trainer/ coach for call center team conducting new joiner and regular
on-job training
● Drive our training programs and performance management frameworks for
employee growth
● Work closely with the product team for developing technology solutions to
improve existing processes and team productivity
● Drive 'continuous improvement' in call center operations to drive excellence
● Hire and build a highly motivated, well-trained contact center team
Requirements :
● Min. 5-7 years of work experience working in operations or customer service
roles
● Prior call center operations leading experience
● Experience in a fast-growth start-up environment is preferred
(consumer-facing start-ups)
● Strategic and tactical thinker who can plan, execute and pivot according to
circumstances
● Ability to work in a high-growth environment
improve existing processes and team productivity
● Drive 'continuous improvement' in call center operations to drive excellence
● Hire and build a highly motivated, well-trained contact center team
Requirements :
● Min. 5-7 years of work experience working in operations or customer service
roles
● Prior call center operations leading experience
● Experience in a fast-growth start-up environment is preferred
(consumer-facing start-ups)
● Strategic and tactical thinker who can plan, execute and pivot according to
circumstances
● Ability to work in a high-growth environment
What we have to offer :
● Joining the leadership team; having a high level of work independence,
autonomy and empowerment to lead company-wide changes.
● Being part of a start-up from an early stage, lead your area of expertise and
be a part of this exciting growth journey of changing the renewable energy
landscape.
● Excellent platform for learning how to build teams, achieve goals and handle
high growth situations. Ideal for people with entrepreneurial ambitions.
● Joining the leadership team; having a high level of work independence,
autonomy and empowerment to lead company-wide changes.
● Being part of a start-up from an early stage, lead your area of expertise and
be a part of this exciting growth journey of changing the renewable energy
landscape.
● Excellent platform for learning how to build teams, achieve goals and handle
high growth situations. Ideal for people with entrepreneurial ambitions.