Manager - Customer Experience/NPS - BPO/ITeS

We are looking for someone who will focus on the end-to-end customer journey, focus on the pain points/areas of improvement and solve for reducing overall customer effort across touch points

The projects identified would be cross-functional and it is essential that the person has strong analytical skills to spot trends in data; conceptual & problem-solving skills must excel at cross-functional collaboration and communicate well

Must have a bias for action and exploring alternatives

KPIs: 

- Focus on improving key customer satisfaction metrics like NPS and Service quality

- Drive implementation of identified cross-functional initiatives through a mix of projects and small improvements

- Build departmental objectives for team, devising KPIs for team members & track progress against both, taking corrective steps wherever necessary

- Demonstrate innovation in quality methodology & processes

- Drive adherence to all the processes defined to match business requirements

- Strong problem solving and troubleshooting skills and an ability to come up with creative solutions to impossible-to-solve problems

- Own overall relationship with customers and partners, customer experience and facilitate organic growth

- Establish yourself and the team as a trusted/strategic advisor for all customers/partners and drive continued value for our products & services

- Take ownership of customers issues and resolution

- Focus on customer needs/issues cross-departmentally

- Recruit, mentor and develop a strong team and nurture an environment where they can excel through encouragement and empowerment

- Work with Management to establish critical goals or other key performance indicators and aid in achieving organizations goals

- Design and develop operational controls and metrics to ensure that the results match the desired outcomes. Constantly keeping track of customer satisfaction and improvising to reach new highs.

- Control resources and utilise assets to achieve qualitative and quantitative targets

Qualifications:

- MBA

- Must be Six Sigma Certified

Experience:

- 8-10 years- experience in customer experience and NPS