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Partner at Talent Monitor
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Director - Central Operations & Process Excellence - Startup (8-15 yrs)
Key Responsibilities:
- Lead the central client support & process excellence teams
- Manage appropriate staffing across on-site & remote client support
- Hire, train & upskill teams to interact with clients & resolve queries to strict TAT SLAs
- Setup process documentation, SOPs and training/ L&D function to constantly upgrade the client experience & service delivery
- Plan, monitor, and analyze key metrics for the day-to-day performance of client support agents to ensure effective and appropriate contacts
- Drive high productivity & efficiency in cost to serve through data first approach at all times
- Collaborate with sales leads & internal teams (supply, tech, finance) to deliver best onboarding & day-to-day fulfilment to TravelPlus corporate clients
- Target & deliver on high client NPS, high net revenue retention, strong tech adoption and high share of wallet within TravelPlus clients
Key Requirements:
- 8+ years of experience leading teams in client/customer support, process excellence and/or operations
- Experience managing 50-100 member or larger teams
- Strong customer/client orientation and an established track record of driving process excellence
- B2B domain/industry experience preferred
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
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