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Consultant at Wenger & Watson Inc
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Senior Program Manager - Data/Analysis - Customer Service Quality Improvement (4-9 yrs)
As a Sr. Program Mgr, you will champion identifying and implementing customer service strategies that make the inbound customer contact experience world-class. You will be part of a small, strategically-focused team whose main goals are to leverage data/analysis to better understand inbound customer contact needs and to optimize our support strategies to provide an unparalleled level of quality. This is a high visibility role with heavy interaction across senior Customer Service management ranks. Analytical ingenuity and leadership, coupled with demonstrated cross-functional operations partnership, are critical skills for this role.
Key Responsibilities:
- Build, maintain and improve Customer Service quality measurement frameworks. Leverage multiple data sources (customer feedback surveys, contact transcripts, Customer Service operations performance data, etc.) to generate innovative ways to evaluate, measure, and augment inbound customer service experience.
- Evangelize customer service quality improvements for India Service Operations and gain buy-in from senior leadership on proposed changes. Partner with cross-functional stakeholders to implement initiatives.
Basic Qualifications:
4+ years- experience as a business or operations analyst with an emphasis on customer service, Program management, or business strategy
- Degree in mathematics, statistics, computer science, engineering, economics or related analytical field
Experience with one or more of the following tools:
- SPSS, SAS, R or other statistical software packages
- SQL or comparable data querying packages
- Excel skills (intermediate to advanced proficiency)
Preferred Qualifications:
- MBA or relevant experience
- Excellent speaking-listening-writing skills
- Ability to work successfully in a dynamic, ambiguous environment
- Ability to meet tight deadlines and prioritize workloads
- Ability to develop new ideas and creative solutions
- Ability to lead projects in a matrix organization
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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