Capita India is looking an incumbent with 10+ years of experience to manage Customer Service across Email, Chat and Voice. Would prefer candidates from Retail/Logistics background. Primary Responsibilities : - Review daily productivity and plan for current day workflow - Overseeing India ops delivery on all agreed KPI's - Day to day client communication - Reviewing seasonal process peaks and troughs to manage resources effectively - Weekly / monthly quality and efficiency reviews with client and internal team - Weekly Departmental audits to plan month/seasonal performance - Reviewing adherence to guidelines set by client to ensure CSAT - Identifying India competencies and proposing work movements - Reviewing Client work TAT's to identify and propose India capabilities - Providing support and solutions to reduce costs and increase efficiency on both India and onsite operations. - Monthly /Weekly client feedback and cascade to direct reports - Project Review and Management - Transition - Creation and timely reviews of SOP's for existing processes - KPI Delivery - Design and implement progress update documents for all areas/new transitions - Review and reset KPI's as per process and system changes - Define and manage group/Team structures to support business needs - TNI for direct reports to business continuity - Project management of ad-hoc marketing initiatives taken by clients &nbsp;Other Responsibilities:&nbsp; - Resource planning and recruitment as per budgeted FTE for all departments - Recruitment quality checks - Reviewing and setting SOP's for new transitions - Payroll / Invoice inputs for overtime and incentive's - Systems check audits to ensure no downtime - Oversee MI/ systems support and other functions - Work closely with the programming team in UK to create user friendly and efficiency enhancing system solutions - Invoice and billing responsibilities - Staff Payroll management Key Client Deliverables : - Monthly/Quarterly review of budgeted vs Actual FTE to manage efficiency levels in all areas - Providing and implementing business - focused solutions within time /cost constraints - Initiation and implementation of various improvement program. - Create and upgrade audit framework to review various diverse delivery parameters. - Cost Management

Pune

Capita - Senior Manager - Operations - Customer Service 

Capita - Senior Manager - Operations - Customer Service  ,Job Description for Capita - Senior Manager - Operations - Customer Service  in Capita in  Pune for (10-15) years of experience. Apply Now!

Job Description for Capita - Senior Manager - Operations - Customer Service  in Capita in  Pune for (10-15) years of experience. Apply Now!