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18/11 Piyush Mahendru
MD at Employers4Employees

Views:3249 Applications:366 Rec. Actions:Recruiter Actions:126

Lead - Strategy - eCommerce (6-10 yrs)

Delhi NCR Job Code: 766020

Responsibilities:

- Oversee day-to-day operations ensuring that SLAs and KPIs are continually reviewed and met with optimum levels of quality, service delivery and cost

- Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets

- Provide leadership, development and coaching of team leaders and agents.

- Contribute to the design and implementation of Change Programs and Project which impact the contact centre.

- Building and maintaining effective internal and external stakeholder relationships

- Identifying and instilling best practice, processes, and systems and drive continuous improvement environment.

- Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.

- Responsible for defining customer journeys

- Collaborates with all functions to integrate and execute the right processes, technology, and people to deliver an optimal customer experience

- Shares responsibility for NPS goals

Key Skills Sought:

- Excellent communication skills - verbal, written to include report writing and group presentations

- Influencing and negotiation skills

- Well developed interpersonal skills

- Commercially sound with a good understanding of profit and loss accounting and the influence of operating factors e.g. volume v price

- Excellent organization skills, able to prioritize

- A collaborative team player - concerned with the team success as well as individual performance

- Visible Leadership skills - can motivate others to achieve

- Solution orientated, decisive by nature

Personal Attributes:

- Self-starter - high energy levels

- Positive and Enthusiastic

- Resourceful

- Strong professionally - credible with integrity

- Good Listener - will challenge constructively and respond well to feedback

Requirements: 5 to 10 years preferably from Strategy or Project Management background

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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