What will we expect from you?  - Partner in the design and Set up of the Customer Advocacy Operations (Contact Centre) to service customer interactions across all product lines   - Develop functional capabilities - talent identification, operating model and frameworks, SOPs development etc. for areas such as training, service quality, talent acquisition while we set up and Scale up the operations in line with overall business and product line growth   - Lead functional teams responsible to support operations for the Customer Advocacy Centre during the set up phase and subsequently create sustainable leadership structures  - Contribute to defining an organized, efficient and effective operating model for Customer Advocacy Operations by partnering with the Operating and functional leadership  - Partner with the technology and data sciences functions to define and establish the right Business Intelligence structure - Metrics, Dashboards, Triggers etc. - for the Customer Experience Function  - Utilize qualitative and quantitative insights to define customer experience issues, conduct RCA, design solutions, define key metrics and indicators for measurement and success  - Create the structure to enable deeper analysis of consumer behaviors & trends, by reviewing the internal & external data  - Execute identified project/initiatives and drive business outcome  - Lead, develop and direct the team, by appropriate performance management, engagement and development of the team  Who are we looking for?   Someone who is?  - Dreaming to be a part of a crazy and exhilarating journey of creating something unique   - Energetic and passionate.  - Loves working with teams   - Is extremely excited about creating and scaling up something new and unique.  - Not be fazed by chaos that a new set up can potentially bring - agility, speed and drive to solve problems as we go  - Convinces us that they are fun to work with -   - Is truly boundary less and collaborative while working in an evolving set up  And comes with:  - A Graduate/Post Graduate Degree from Tier 1 University  - 6-10 years of experience directly in operations or in support roles (Domain Consulting, Solutions, Business Process Improvements, Service Quality, Process Excellence, Consulting)   - Experience in relevant areas of customer servicing, contact center, client engagement in a services or product environment that has seen significant digital transformation   - Latest industry knowledge in the latest customer experience strategies  - Demonstrable experience in improving customer experience measures through transformational cross functional projects  - The ability to engage with, wow and inspire confidence across stakeholder groups  Deepesh

Bangalore

AVP/Senior Manager/Manager - Customer Service - BPO - IIM/IIT/NIT/MDI/ISB 

AVP/Senior Manager/Manager - Customer Service - BPO - IIM/IIT/NIT/MDI/ISB  ,Job Description for AVP/Senior Manager/Manager - Customer Service - BPO - IIM/IIT/NIT/MDI/ISB  in Quess Corp Ltd in  Bangalore for (8-14) years of experience. Apply Now!

Job Description for AVP/Senior Manager/Manager - Customer Service - BPO - IIM/IIT/NIT/MDI/ISB  in Quess Corp Ltd in  Bangalore for (8-14) years of experience. Apply Now!