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14/05 Avani
Consultant at Ab Placement

Views:378 Applications:130 Rec. Actions:Recruiter Actions:70

Head - Support - BPO/IT (18-25 yrs)

Bangalore Job Code: 822246

Hiring for a product based organization:

Roles and Responsibilities:

Customer Excellence

Customer Satisfaction

- Customer incident/engagement tracking (high/low submitters, high/low engagement)

- Create monthly incident submission breakdown report by product, by customer

- Create post-incident survey report by customer

Engagement with customers 

- Quarterly Management customer engagement by assignment 

- Tracked and reported in Service Desk 

- Monthly Account Owner customer engagement by assignment 

- Coordinate with Marketing on proactive/early communication to increase attendance and overall CS consultations 

Customer Interaction

- Article that provides Service Desk training to the global customer base

- Incident Quality Reviews 

- Communication/Contact Management

Operational Excellence

- Quarterly Executive Review of Client Services 

- Goals scorecard review, highlights, challenges

Budget Management 

- Manage Budget to yearly approved expense/budget 

- Manage headcount to yearly headcount/budget

- Operating Level Agreements and Performance Tracking

- Produce monthly report for Development OLAs 

- Develop and publish a Power BI dashboard accessible by all resources with key metrics on performance, aging, and severity

Process Documentation

- Quarterly review of SOP

- ISO 9001 recertification

- Create repository for all processes and documentation, visible to all staff 

- CS incident assignment and routing process documented

- CS escalation process documented

- Cloud process documented

- 24/7 escalation process documented

- RCA process documented

Employee Excellence

- Build Capabilities, Skills, and Talents for the team

- Account Owner cross-training on products 

- Managers to plan training events for individual resources based on low proficiency scores in the Skills Matrix 

- Participation in Product Launch and Release Readiness meetings 

Professional Development and Feedback

- Strategic Excellence

- Product Portfolio joint goals w/ Product Management and Product Development

- Training on and support of new product deliveries as scheduled

Women-friendly workplace:

Maternity and Paternity Benefits

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