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Job Purpose
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Responsible for site operations, Own and deliver customer service Experience on processes defined in IBCC and OBCC for the designated site/s
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Key Result Areas/Accountabilities
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- Manage and deliver Key KPI’s though effective operations and partner Management.
- Support to partner as a VIL representative on Customer issue addressal, timely escalation close looping, IT support through mediation between Site and Corporate
- Capacity Planning and Execution in site
- Identify customer issues through identification of potential issues.
- Stake holder Management
- KPI deliverables
Key Accountabilities –
Service Levels
TNPS – ASAT and FTF
UC% age
Audit Observation on Site Governance
Initiatives for process enhancements and correction on customer pain areas /performance impacting areas
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Core Competencies, Knowledge, Experience
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- SME on existing systems and processes
- Partner Management and handling
- Ability to deliver through inter personal skills, people management
- Strong Execution Skills
- Strong Analytical Skills, CC Operations experience including Outbound Retention process experience
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Must have technical / professional qualifications
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- Graduate/Post Graduate/ MBA with a min 15 + years of experience in various customer service roles , preferably Front end facing roles
- Knowledge of various systems, process and reporting tools
- Good analytical abilities
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|
Who can Apply
|
Corporate & Circle colleagues currently handling Customer Service Roles in similar profile
|
Job Purpose
|
Responsible for site operations, Own and deliver customer service Experience on processes defined in IBCC and OBCC for the designated site/s
|
|
Key Result Areas/Accountabilities
|
- Manage and deliver Key KPI’s though effective operations and partner Management.
- Support to partner as a VIL representative on Customer issue addressal, timely escalation close looping, IT support through mediation between Site and Corporate
- Capacity Planning and Execution in site
- Identify customer issues through identification of potential issues.
- Stake holder Management
- KPI deliverables
Key Accountabilities –
Service Levels
TNPS – ASAT and FTF
UC% age
Audit Observation on Site Governance
Initiatives for process enhancements and correction on customer pain areas /performance impacting areas
|
|
Core Competencies, Knowledge, Experience
|
- SME on existing systems and processes
- Partner Management and handling
- Ability to deliver through inter personal skills, people management
- Strong Execution Skills
- Strong Analytical Skills, CC Operations experience including Outbound Retention process experience
|
|
Must have technical / professional qualifications
|
- Graduate/Post Graduate/ MBA with a min 12 + years of experience in various customer service roles , preferably Front end facing roles
- Knowledge of various systems, process and reporting tools
- Good analytical abilities
|
|
Who can Apply
|
Corporate & Circle colleagues currently handling Customer Service Roles in similar profile
|
|
