Center Head - VOC CSAT/NPS

Center Head -(Software) VOC CSAT/NPS

People Resources has been engaged by a very well established and fast growing E-commerce platform and solutions company to help them find Business Head for their software services division. Our client helps its clients in setting up and managing their online retail business.

- They design and execute e-retail Strategies for leading brands and retailers in India and US. We are 900+ members strong and are one of the leading e-commerce services providers globally. Clients are based across 5 continents with the bulk of revenues coming from USA and Europe. It is a fast-growing, dynamic, organization. It offers a great work culture and environment.

LOCATION : INDORE

Operations Management :

- Responsible for medium-term planning, objective setting, and development of new procedures within area of responsibility, through interpretative judgment of overall policies and goals.

- Ability to use systematic, disciplined and data driven methods that get to root causes and solution identification

- Explaining the service standards and work plan to the associates for deriving the best performance from them for excelling business targets & service delivery metrics.

- Framing the work direction and plans for the associates after thorough assessment of their capabilities.

- Preparing & compiling various weekly/ monthly MIS reports pertaining to process and productivity.

- Ensuring the accuracy of the data required for billing purposes to the customer.

- Manage and drive staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, projects and other Change/Kaizen initiatives as required Formulating & implementing procedures for daily operations & internal reporting systems for monitoring quality.

- Interacting with clients through e-mails and daily Conference Calls to review and resolve operational issues as well as implement new process & procedure changes.

Process Transition / Enhancement :

- Driving VOC/ CSAT / NPS actionable across the team and maintain/improve the scores

- Take escalations for resolving critical issues; ensuring CTQ Delivery & Business Continuity.

- Ensure continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.

- Interface with Individuals / key influencers among Corporats for ascertaining requirements, making presentations and delivering solutions.

- Ensure speedy resolution of queries & grievances to maximize client satisfaction levels.

- Maintain excellent relations with clients to generate avenues for further business.

Team Management :

- Set the vision, direction, and culture of the team by managing individual and team performance expectations and goals.

- Create an environment that sustains and encourage high performance; motivate teams in optimizing their contribution levels.

- Identifying & implementing strategies for building team effectiveness by promoting a spirit of cooperation amongst team members.

- Creating and sustaining an environment that fosters development opportunities and motivates high performance through effective management and career development.