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06/02 Yash Singh
Partner at Talent Monitor

Views:1660 Applications:438 Rec. Actions:Recruiter Actions:367

Director - Central Operations & Process Excellence - Startup (8-15 yrs)

Gurgaon/Gurugram Job Code: 1216361

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.

Women-friendly workplace:

Maternity and Paternity Benefits

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