K12 Techno Services - Call Centre Head (8-12 yrs)

Designation: Call Centre Head

Department: Central Team

Work Location: Yeshwanthpur (Bangalore)

Qualification: Bachelor's Degree in Marketing, Business or Communications preferred

Experience: 8-10+ years of customer support or telesales experience in financial services (consumer credit, education financing, or marketplace lending platforms) and/or 6+ years of team management/leadership

Responsibilities:

1. Build & Lead Bangalore-based Customer Success team, which connects with parents country-wide to help them move smoothly through our application process and achieve their education goals.

2. Should have a track record of leading customer support or sales teams who excel at communicating key value propositions to customers.

3. Will focus on maximizing application conversion and providing exceptional experiences by coaching and mentoring a passionate team that cares deeply about each student.

4. Managing and mentoring a growing customer success team by optimizing multi-channel communication tools and campaigns focused on increasing origination and drive customer loyalty

5. Providing a best-in-class applicant experience by coaching and role-modeling a superior customer service mindset where quality and knowledge-sharing take priority

6. Ensuring disciplined use of internal systems while tapping into the creativity of the team for continuous improvement

7. Providing customer insights that form the basis for growing our product portfolio and driving process innovation

8. Focusing on continuous improvement in conversion through automation, training, and cross-functional collaboration

Skills:

1. Demonstrated success leading a team in a fast paced setting, managing SLAs across multiple channels, and achieving team sales or renewal goals, preferably in a global context

2. Tech savvy and data-driven to help shape a multi-channel customer experience and drive results

3. Extensive experience in process improvement through automation and tech-enabled tools

4. Exceptional leadership skills and ability to relate to people with varied backgrounds and career ambitions navigating an ever-changing environment

5. Superior verbal and written communication, as well as presentation and facilitation skills with the ability to express complex concepts in plain language to reach broader audiences

6. A passion for financial inclusion and access to higher education is a must!

7. In addition, candidate should be comfortable working in a start-up environment, meaning a small agile team, fast-evolving roles and responsibilities, variable workload and tight deadlines, a high degree of autonomy, and 80-20 everything.