Service Operations Manager - Analytics
Job Profile:
- Conduct detailed analysis on Customer Service across the enterprise & develop strategies that will enable Customer Service organizations to increase the interaction experience, efficiency and effectiveness
- Define the architecture required to deliver the proposed Operations & Analytical solutions, within the context of the client’s current operating model
- Design and conduct thorough solution programs, lead rollout design and execution efforts as part of large-scale, extended-duration transformational programs
- Manage projects involving Customer Service Process Design and optimizations, Service Workforce optimization and Vendor Management, Warranty & Field Service optimization
- Provide estimates of time and cost to implement targeted solutions, based on client business needs, existing business capabilities, and current processes
- In addition it is expected that the Manager is accountable to create Client sales proposals, price proposals & take accountability for the final delivery and client satisfaction.
- The Manager may also be responsible to monetize MDI budgets associated for Asset development
- Strong experienced in analytics, budgeting & forecasting and vendor management
- Experience in Reporting, Analysis or Analytics, using SQL, SAS, MS Excel Macros, or any other Analytic tool.
Basic Qualifications:
- MBA with 8+ yrs of experience in Customer Service Operations
- Has worked in Back Office & Front office Service Operations of Banks or Telecom firms
- Quality Certifications like Six Sigma, Lean Signa, COPC, etc is a definite plus
Please forward applications to sonia@green-tree.in
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