- Understand the larger CX vision and evaluate contact centre’s role & manage the Brand perception end to end while tapping on the relationships within the org.
- Identify and understand CX voice and constantly look for ideas to protect the CX and the Brand 24/7
- Structurally setup, enable and lead the Contact Centre Escalations teams to be robust in proactively identify and solve problems
- Identify & execute industry best Complaint/ORM and Escalation management practices at all levels
- Working with and across multiple stakeholders and partners to:
- Prioritize and solve escalations with Continuous ideation to ensure visibility, traction and ultimate closure of complaints
- Identify pits and create peak experiences for CX, DX, RX within and outside the lifecycle
- Design clear escalation systems and processes
- Learn from escalations and improve future customer service interactions
- Setup and monitor the right escalation KPIs with each contributor (Agent, Team lead, Managers, Partners etc)
- Balance and help achieve the best combination of speed, cost and reliability
- Develop leaders at all levels while maintaining the employee satisfaction ratings and collaborate to build great place to work
- Regularly evaluate the effectiveness of the existing model of support, each customer touchpoints and processes
Act as a single point of contact for managing all contact centre related exceptions and major incidents
CIEL recruits talent for 2300+ companies in permanent as well as contractual roles spread across industry sectors from its 59 offices in 42 cities in India. We have multiple teams, each specialising in recruitment of talent across a wide range of skills and levels in sectors like Manufacturing, Energy, Infrastructure, IT & Outsourcing, Pharma, Financial Services, Consumer Products and Services. CIEL was listed among the Largest Staffing Companies in India No.1 in terms of Geo spread and at 14th place by revenue as per the report published in Feb 2021 by Staffing Industry Analyst (SIA).
We leverage technology to deliver a superior experience to the candidates who apply for a position open with one of our clients. Our team chooses a handful of best-matching candidates from the pool of available talent in the market based on the candidate's profile, skills and experience. These days, we recruit about 25000+ candidates a year and are growing this number every year.
We believe in finding talent from diverse backgrounds, striking a balance between the aspirations of our candidates with the requirements and thoughts of our clients while recruiting for them. CIEL won the Great Place to Work-Certification for the 2nd time in a row. Our team has remained passionate and committed to the core values of the company: Growth, Professionalism, Dignity and Diversity. CIEL is an ISO 9001:2015 certified company and committed to stakeholder satisfaction through continual improvements in its quality management system.
#GetTheBestOutofUs is its spirit.