Director at Dewan Consultants
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Lead - Community Operations - Customer Support - BPO (6-10 yrs)
We are looking for a Customer Operations Lead ( Customer Support ) for a delivery start-up based out of Bangalore.
Please check the Jd as below -
- To lead, motivate, and develop high performing teams within a time-sensitive and demanding environment in order to deliver on meeting the team's KPIs. You will build and manage an organization that operates with reliable operating standards.
- You will strengthen culture by example and be accountable for the delivery of results by your teams. We are looking for highly engaged people managers and you must be passionate about coaching and mentoring
- You will interact and collaborate with company's leadership, constantly improving our level of service to customers - whether through exceeding on agreed service levels, suggesting improvements to support logic, or designing structures to best run our support operations.
- You own the customer experience through our resolution channels. You will be responsible for achieving the overall satisfaction of our customers along with compliance
- Leading and managing 6-9 direct reports and 100+ indirect reports
- You are responsible to drive continuous process improvement to deliver a world-class experience every time, all the time.
- Drives the creation of staffing plans, schedules, quality initiatives, process change initiatives, and other Change/Six Sigma initiatives to enable the Functional Areas to meet and exceed Business Plan.
- Works on improving process efficiency and setting up new process required for operations.
- Works closely with support staff (HR Manager, Financial Manager, Facilities Manager, Product and Engineering Managers) to build and secure support and resources for projects and initiatives in his/her area, as well as providing needed support and resources for other staff initiatives.
- Drives creation of quality initiatives, process change initiatives, and other Lean initiatives to enable functional areas to meet and exceed business plan.
- Measures performance, provides feedback and holds Managers accountable for their performance and the performance of their departments.
- Excellent communications skills with an ability to convey strategic direction to all levels within the organization and senior leadership.