This is regarding an opportunity as an CRM Service Operations Manager

Job profile

- Designation – Manager – CRM Service Operations

- Location – Bangalore/Gurgaon

Qualification / Experience - B.E/MBA, 8– 10years

What is expected?

- Conduct detailed analysis on Customer Service across the enterprise & develop strategies that will enable Customer Service organizations to increase the interaction experience, efficiency and effectiveness

- Define the architecture required to deliver the proposed Operations & Analytical solutions, within the context of the client’s current operating model

- Design and conduct thorough solution programs, lead rollout design and execution efforts as part of large-scale, extended-duration transformational programs

- Develop and share leading and innovative business and technology practices related to transforming customer operations solutions

- Provide estimates of time and cost to implement targeted solutions, based on client business needs, existing business capabilities, and current processes

- Lead large multi-site Contact analysis and design efforts including detailed service operations design, functional and technical requirements specification, vendor selection and contracting, detailed component and overall solution design, solution development, and management

- Work with the client and teams to validate and gain approval for designs, vendor recommendations, and implementation plans

Functional competencies

- A thorough understanding of Contact Center & Customer Service Operations

- Prior experience in formulation transformational programs in the back Office space across multiple industry & a thorough knowledge of the entire gamut of Service Operations

- Exposure to Target Operating Model design for Customer Service Operations/ Contact Center operations

- Appreciation & understanding of process efficiency techniques such as lean / six sigma, operations research techniques such as queuing, Business Process Design, Business Rules engines & Agent Desktop solutions

- Strong experience in Social media monitoring, customer feedback management, sentiment analysis, NPS, Customer Engagement analysis

- Strong experienced in analytics, budgeting & forecasting and vendor management

If this interests you kindly revert back with your updated profile at ankita.singh@asterioninc.com

Ankita

Consultant | Asterion Consulting Private Limited