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Consultant at RGF Select India
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Associate Director - Customer Operations - BPO (10-20 yrs)
Customer experience is the first point of contact for customers to resolve any challenges faced during their shopping. It is an ITES support provided via call, email & chat. In next 3-4 years, My Client will be one be the largest marketplace in India with millions of customers shopping on the platform.
Our Client is looking for a person to play the leadership role in B2C context, and be part of leadership team in propelling the client and e-commerce to next level.
Your Part:
- Spearhead operations driving vision and strategy.
- Define, track and improve key metrics pertaining to customer experience.
- Continuous performance review based on quality and speed to align end objective of customer delight.
- Explore and implement new models for serving customers.
- Drive strong system capabilities partnering closely with Technology/Engineering team for customer experience.
- Collaborate across functions to drive process capabilities.
- Develop, mentor and motivate the team to achieve goals.
- Work closely with enabling/business Partners like HR, Finance, and legal and other operation teams.
You (Must Haves):
- Experience in handling large ITES in outsourced/captive setup.
- MBA from tier 1 institute with a general management experience of 10+ years in an operational leadership role.
- Strong negotiation skills & very high customer orientation.
- Functional/Technical background. Should have an experience in leading & working with large teams.
- Excellent communication skills.
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
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