Sr Manager - Delivery Excellence - Customer Care

Concentrix - Company Profile and Job description

Concentrix Concentrix Corporation, a wholly owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a global leader in high value business services, focused on process optimization, customer engagement strategy, technology innovation, and ecosystem performance.. For information and recent news, please visit www.concentrix.com. Follow Concentrix and SYNNEX on Twitter, Facebook and LinkedIn from the "Social Communities" section of the SYNNEX Global Site athttp://www.synnex.com/

Job Description:

Role: Engagement Manager for Delivery Excellence (DE), Customer Care

Hiring Location: Gurgaon

Position: (Band 7B), Delivery Excellence, Customer Care

Job Responsibility:

- Delivery Excellence (DE) team is responsible for driving sustainable continuous improvement effort for customer care accounts globally.

- Primary focus is on ensuring high customer, investor & employee satisfaction. DE uses a LEAN based methodology that works to eliminate everything that does not add value to its clients.

- Customer Care has a vacancy for a Delivery Excellence Engagement Manager specifically to manage the DE and Continuous Improvement (CI) opportunities for an account in India.

- The Engagement Manager will manage the day to day activities defined for business benefits including but not limited to implementation, DE/CI Geo resources, benefits realization, communications with account leadership, DPE’s and implementation manager(s).

A DE Engagement Manager is responsible for:

- Driving improvement initiatives that positively impact Client satisfaction & business profitability

- Identifying areas of improvement and facilitating improvement projects which can result in significant improvement in profitability

- Solving business problems through innovative & sustainable solutions

- Identifying process gaps & automation opportunities

- Project managing improvement efforts across multiple locations and maintain consistence in effort & implementation

- Interfacing with leadership/clients and identifying opportunities for value

- Driving effective Change Management for a stable & consistent delivery –-Zero surprise operations

Qualifications:

- Any Graduate (15 years of education is mandatory i.e., 10th +12th+3 years graduation)

Experience:

- 7+ years of experience in contact centre / outsourcing space

- 3+ years of experience with CRM voice or non-voice business (chat & email)

- 2+ years of experience in people management

- Should have managed at least 3 improvement project - CSAT/Resolution/Cost/AHT etc

- Preferred - Experience within customer care domain

- Black belt, six sigma

Skills:

- Project management

- Effective communication with account leadership

- Ability to identify improvement opportunities

- Process mapping

- Problem solving

- Six sigma / lean knowledge or certification preferred

Required:

- Valid passport

- Applicant should be open to travel short & medium (2 - 3 months) term assignments

- Flexibility to work in shifts

- Knowledge of MS Excel & PowerPoint