Location : Belapur - Mumbai.
Domain/Vertical : Technical Support/Mfg & Hi Tech
Educational Qualification : Graduate/Engineer/ Post Graduate or equivalent.
Professional Qualification if any : MBA
Skills ( Must Have) :
- Strong interpersonal people management skills & client management skill
- Ability to work and communicate with people across organizational units and client organization
- Strong decision making skill, ability to think strategically and translate strategy into action plans
- Strong analytical skills with an ability to resolve problem with a win-win negotiation approach
- Ability to lead people on large, multi-functional efforts
- Knowledge of PC technology, applications and on-line tools
- Expert knowledge of service procedures & demonstrated Customer services skills and experience in a voice call center environment
- Ability to coach & develop people in the hierarchy
Quality Focus : Knowledge & implementation of Quality tools & techniques (Six Sigma, Lean) for process improvement.
- Thorough understanding of P & L account, planning, forecasting & scheduling to meet SLAs, Delivery and adherence to the SOW defined parameters
Willingness to work 24/7 - needs to be comfortable with working in majorly night shifts - aligned to US/Europe environment
Valid passport is a must
Job Description :
- Lead the site for service delivery perspective and meet goals for all processes in the site deliver as per client contract (CPM) as well as operating plan (Top line & bottom line)
- Focus on maximizing Customer Experience while optimizing costs
- Contribute to the development of short and long term strategic business goals
- Retaining talents and enhance employee satisfaction for the aligned business
- Develop leadership pipeline to meet short & long-term business goals.
- Create appropriate servicing and retention strategies for customers
- Ensure systems development integration with strategy
- Provide functional support and direction to the Managers and Team leaders on customer support needs
- Monitor the performance of the 2nd & 1st line supervisors and coach them, if required
- Assist with training and identify training needs within the group
- Mentor and assist Managers/Senior Managers
Liaison with other support functions of the company affecting customer support
Security Roles & Responsibilities :
- Updates himself regularly with Company policies on Information Security Management System.
-Ensure subordinates are aware of Company policies, in particular those on Information Security.
- Ensure adherence to legal & regulatory requirements as applicable to the nature of work.
- Ensure Process adheres to legal & regulatory requirements as applicable to the nature of work.
- Ensure adherence to the Contractual Requirements of the Process/Function.
- Encourage all subordinates to Report Security Incidents.
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