DGM Customer Success & Service Operations

ABOUT GK ENERGY LIMITED:

GK Energy Limited is Indias largest pure-play solar EPC provider specializing in solar-powered agricultural pumping systems (PM-KUSUM scheme) and fast-expanding into C&I rooftop and utility-scale solar segments. Listed on the NSE and BSE, we have installed over 118,000+ solar pumps across 5,500+ villages, delivering over 540+ MW of clean energy capacity with an order book exceeding 800 Crores.

POSITION SUMMARY:

We are seeking a seasoned, process-driven, and high-energy DGM Customer Success & Service Operations to spearhead our centralized customer service contact center (BPO operations) and pan-India field support service network. In this leadership role, you will oversee end-to-end customer lifecycle touchpoints, inbound/outbound support channels, helpdesk ticketing workflows, and field service execution to drive exceptional customer satisfaction (CSAT) across our growing consumer and commercial portfolios.

KEY ROLES & RESPONSIBILITIES:

1. Contact Center & BPO Operations Management:

- Lead and manage in-house and outsourced BPO/contact center operations handling high-volume voice, email, chat, and ticketing channels.

- Establish strict Service Level Agreements (SLAs), Average Handling Time (AHT), First Response Time (FRT), and resolution benchmarks.

- Monitor workforce management (WFM), shift rostering, resource utilization, and operational cost efficiencies.

2. Field Service Operations & Escalation Handling:

- Seamlessly bridge centralized BPO helpdesk ticketing with decentralized field service teams, authorized service centers (ASCs), and on-ground technicians.

- Act as the final escalation point for critical customer grievances, corporate client disputes, and high-priority regional complaints.

- Drive high first-time-fix rates and track end-to-end turnaround time (TAT) for field repairs and maintenance.

3. CRM Implementation & Technology Automation:

- Drive the adoption and optimization of enterprise CRM platforms (Salesforce, Zendesk, SAP CRM, or Omni-channel contact center solutions).

- Implement automated workflows, interactive voice response (IVR) systems, and AI-driven ticketing tools to streamline customer interactions.

4. Warranty, Parts Logistics & Quality Assurance:

- Collaborate with supply chain and warehousing teams to oversee spare parts inventory management and reverse logistics for warranty replacements.

- Analyze root causes of customer complaints and product failure data to provide vital inputs to the quality assurance and engineering teams.

5. Team Leadership & Performance Analytics:

- Mentor, coach, and manage a large team of floor managers, quality analysts, team leaders, and remote support supervisors.

- Drive continuous improvement through rigorous data analytics, tracking CSAT, NPS (Net Promoter Score), and daily operational dashboards.

DESIRED CANDIDATE PROFILE:

- 6 to 14 years of total corporate experience, with at least 4 to 6 years in a senior leadership role managing large-scale BPO operations, customer care, or contact center verticals.

- Proven experience handling hybrid setups involving centralized helpdesks/contact centers coupled with field service operations.

- Strong familiarity with telecom/BPO metrics (AHT, FCR, SLA, occupancy rates) and CRM platforms.

- Exceptional crisis management, stakeholder handling, and cross-functional leadership skills.

- Prior background in Renewable Energy, Consumer Durables, Automotive, Utilities, or Large-scale Service Industries is a strong advantage.