Required qualifications and experience:

- Graduate in any specialization

- Minimum 5 years of experience in service industry, with 2-3 years of managerial level experience, preferably in fields like Contact Centre Operations, E-commerce or Customer Interface Operations

- Experience in Contact Centre operations or experience working with front line and service delivery processes, especially e-commerce

- Good presentation and MS Excel skills

- Multiple team handling experience; handled mid-sized teams of at least 2-3 verticals and not just a single team

Roles and responsibilities :

- Perform quantitative assessment and continuous process improvement to drive business and efficiency.

- Manage the roster and deliver on the service levels as per the agreement.

- Raise alerts on downtimes or fluctuations.

- Deep-dive into escalations received primarily via social media and enable front-line to close the issues. Interact directly with customers too, if need be.

- Analyse various process gaps and raise request for new SOPs to close loop.

- Identify gaps in service delivery, agent behaviour, product knowledge and business functionalities.

- Identify improvement opportunities along with the respective Process Head and facilitate launching projects around these opportunities.

- Internal and external stakeholder management.

- Coordinate Application ID management and maintain records.

- Improve operational deliverables of the aligned LOBs of the outsourced partner.

- Ensure 100% adherence to SR, L2 and complaint TAT as per laid down norms.

- Work on better tagging of customer voice and better ways of process flows.

- Device proactive programs to reduce calls.

- Devise cross-functional and up-skilling training plans for current teams.

- Manage Transactional Training and Development of the trainers.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.