About the Role:
To focus on over-all business operations and building up processes related to better customer experience.
Key Responsibility Areas:
1.Identifying customer impacting issues, working out solutions and process improvements to improve TAT & quality of delivery.
2.Devise and implement training programs to improve the quality and productivity of the team.
3.Drive process improvements initiatives to boost the operational efficiency and control NPR of the site and process.
4.Required to take independent decisions on setting up priorities taking into account all possible factors that can influence the business and client satisfaction.
5.Should be able to develop short and long term plans and strategy to achieve the operational effectiveness.
6.Identify and eliminate impediments to quality & productivity.
1.Leading a team of 55 - 60 associates; accountable for overall client delivery and new profile creation.
2.Responsible for coaching, developing, motivating & retaining team members.
Salary: Not Disclosed by Recruiter
Industry: Internet / Ecommerce
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Senior
Employment Type: Permanent Job, Full Time