AGM for CEM Delivery Lead - Oversee the delivery of a seamless high-quality service across all customer facing teams. Look at ways to reorganize and improve operational area. Provide inspirational leadership to our service teams. Consider and evaluate different approaches of working. - Mandatory Domain Experience: Digital Customer Service/Operations, seasoned professional with more than 12+ years in the Similar Business. Roles/Responsibilities : Service Management : - Act as single point of contact for the Delivery for the project - Responsible for End-to-End Service Delivery for the portfolio - Devise corrective and preventive actions for any service level breaches, near misses, and customer escalations - Integrate Service Management office into the service delivery to effectively leverage their specialist capabilities (eg incident management, problem management, change management etc) - Manage defined processes and risks with respect to organization and customer - Coordinate with onsite ad offshore teams as necessary during project delivery. Service Tracking : - Ensure service performance of the portfolio through defined metrics and KPI's - Participate in PMR and Service performance review meeting and ensure availability of all relevant performance data - Ensure the status reports and dashboards are sent to the customer for the project at the agreed intervals. Service Execution : - Coordinate and test Service Continuity plan on a periodic basis - Resolving all customer requests, issues/ escalations in a timely manner Business Development and Customer Relationship : - Participate in Customer review/ governance meetings to discuss on Service performance, project issues and improvement opportunities - Participate and provide inputs during solution development activities, build relationships with the line managers or portfolio owners in the customer organization - Coordinate and ensure preparedness for the customer visits - Anticipate issues and needs of the customer related to the project and address them proactively - Thereby help achieve CSS targets which is minimum of 95% Audit : - Participate in internal and external audits and track action items to closure - Responsible for billing and invoicing for the project being managed.

Kolkata

AGM - CEM Delivery Lead - BPO 

Job Description for AGM - CEM Delivery Lead - BPO  in Stalwart management in  Kolkata for (12-20) years of experience. Apply Now!