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Sunitha

Consultant at Wenger & Watson Inc

Last Login: 14 September 2017

7932

JOB VIEWS

114

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11

RECRUITER ACTIONS

Posted in

Consulting

Job Code

444461

Senior Program Manager - Data/Analysis - Customer Service Quality Improvement

4 - 9 Years.Bangalore
Posted 7 years ago
Posted 7 years ago

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

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Posted By

user_img

Sunitha

Consultant at Wenger & Watson Inc

Last Login: 14 September 2017

7932

JOB VIEWS

114

APPLICATIONS

11

RECRUITER ACTIONS

Posted in

Consulting

Job Code

444461

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