Head - Call Center Operations

Call Center Operations & Strategy:

- Lead front office call center teams, ensuring smooth handling of customer inquiries, complaints, and service requests.

- Develop and implement customer service strategies to improve response times, satisfaction, and brand loyalty.

- Oversee omnichannel support (phone, email, chat, social media, and WhatsApp) to create a seamless customer experience.

- Utilize AI and automation tools to enhance efficiency and personalization.

- Establish and maintain Standard Operating Procedures (SOPs) to ensure service consistency and quality.

Customer Experience & Satisfaction:

- Monitor and improve customer satisfaction (CSAT, NPS, FCR, etc.) by analyzing feedback and implementing enhancement plans.

- Handle escalated customer issues, VIP requests, and high-net-worth client concerns with professionalism.

- Develop and execute customer retention strategies to ensure long-term engagement.

- Collaborate with internal teams (sales, property management, CRM) to ensure a seamless customer journey.

Team Leadership & Development:

- Build, mentor, and lead a high-performing call center team, including customer service agents, team leaders, and managers.

- Implement training programs focused on luxury service, conflict resolution, and soft skills.

- Foster a culture of excellence, innovation, and continuous improvement.