Customer Service Operations Manager

Customer Service Operations Manager

Location - Gurgaon ,Mumbai

Level - Manager

Experience - 10-15 Yrs of Experience

Education -MBA

- The Service Operations Manager will collaborate closely with client teams to define and implement Service Operations solutions which significantly enhance the operational efficiency of organizations & improve their bottom lines & top lines by devising Operational strategies in the areas of customer self-service, customer-agent interactions, real-time customer reporting & insight, process automation, workforce efficiencies & related back office processes across a range of industries.

The position requires:

- A thorough understanding of Contact Center & Customer Service Operations

- Prior experience in formulation transformational programs in the back Office space across multiple industry & a thorough knowledge of the entire gamut of Service Operations

- Exposure to Target Operating Model design for Customer Service Operations/ Contact Center operations

- Appreciation & understanding of process efficiency techniques such as lean / six sigma, operations research techniques such as queuing, Business Process Design, Business Rules engines & Agent Desktop solutions

- Strong experience in Social media monitoring, customer feedback management, sentiment analysis, NPS, Customer Engagement analysis

- Strong experienced in analytics, budgeting & forecasting and vendor management

Good To Have

- Target Operating Model design for Contact Center or Customer Services operations

- Understand the key business process and technologies involved in Customer Operations

- Customer Analytics & Business Process Design

If interested for the above profile, kindly send the updated profile to liji.varghese@naukri.com along with the following details

Candidate Full Name-
Education /Institute / Batch -
Date of Birth-
Current Location
Postal Address

Liji Mary Varghese
Quadrangle IT Search
044-42977487