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Posted in
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Job Code
1080383
Job Summary
- Meet and Sustain all KRAs based on the organizational requirements through process reengineering and efficiency analysis
- Periodically revisit process flows and recommend course corrections as applicable
- Facilitate and implement process improvement ideas to improve overall process efficiency and customer experience
- Liaise with various departments within Spinny to gain support on Customer escalations and resolve operational issues
- Identify and implement training & development needs of Team Leads and Teams
- Conducting Performance Appraisal for the teams
- Effectively implement and drive RNR and Incentive program
- Drive Quality and Customer experience culture across teams
- Identify, Drive and Foster Process Improvements and Customer Experience
- Effective resource planning for the teams
- Facilitate Weekly, Monthly and Quarterly review meetings with team members
- Prepare Weekly/Monthly/Quarterly Reports on the performance of self, team and process
- Ensuring accurate and timely reporting of process performance to all stakeholders
- Oversee the forecasting and scheduling function, which determines service representative staffing requirements and establish deployment schedules
- Participate in the recruitment process for Operations teams
- Implement training modules to improve process knowledge and soft skills of the teams
Key Requirements
- 2 -5 years of experience after graduation preferably in a Startup in a similar scope role
- Excellent understanding of Contact center Operational metrics
- Prior experience in managing Escalation team
- Experience in Handling Social Media escalations/Complaints is a must have
- Experience in diving process improvement/ Process excellence to minimize escalations
- Understanding statistical data analysis techniques, visualization & creating scenario-based modeling in excel
- Excellent relationship management capability, experience in closely working with cross-functional teams
- Drive for results, go-getter attitude & experience in people management current role - should be the managing team in his/her current role
- Excellent written & verbal communication & presentation skills.
- Proficient in MS Office specifically working in spreadsheets.
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Posted By
1518
JOB VIEWS
289
APPLICATIONS
83
RECRUITER ACTIONS
See how you stand against competition
Pro
View Insights
Posted in
BPO
Job Code
1080383
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