Contact center Head- Customer service (after sales ) (Delhi)

**6 days working , general shift 10-20 Years of proven customer support experience in call center / contact center (Both Inbound and Outbound , Voice/blended ) for product based company. Candidates from BPO/KPO can also apply but should have exposure with product based Industry. Purpose of the Position The Head of Customer Service will lead and transform the customer experience function for the tyre business within the GCC in India. This role is responsible for building a customer-centric culture, optimizing service operations, driving digital transformation, and ensuring high service standards across B2B and B2C channels. Key Roles & Responsibilities The major/primary roles and responsibilities of the job will be as follows, including but not limited to: Strategy & Leadership - Develop and implement customer service strategies aligned with business goals - Build and lead a high-performing customer service team - Define KPIs and service standards to ensure excellence - Drive a customer-centric culture across the organization Operations Management - Oversee daily customer service operations (call center, email, chat, etc.) - Ensure timely and effective resolution of customer queries and complaints - Optimize processes for efficiency and scalability - Implement best practices and service frameworks - Oversee tyre-related complaints, warranty claims, and field inspections - Analyze root causes of failures and coordinate with HO CS team for corrective actions. Customer Experience (CX) - Monitor customer satisfaction (CSAT), NPS, and other metrics - Identify pain points and improve customer journey - Collaborate with product and sales teams to enhance customer experience Team Management - Lead, mentor, and scale a high-performing customer service team - Build leadership pipeline and capability within the GCC - Drive a culture of accountability, performance, and provide coaching Technology & Process Improvement - Implement and manage CRM and support tools - Leverage automation and AI to improve service efficiency - Analyze data and generate insights for continuous improvement Stakeholder Collaboration - Work closely with sales, marketing, product, and operations teams - Act as the voice of the customer within the organization Skills, Knowledge, and Competencies - Solid customer-centric mindset - Expertise in CRM tools. - Operational excellence and process improvement - Data-driven decision making (Understanding of BI) - Excellent communication and stakeholder management - Leadership and team-building skills - Exposure to global markets (Preferred) - Digital transformation / automation initiatives

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