Director at Right Track Corporate Service
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Manager - Customer Experience/NPS - BPO/ITeS (4-9 yrs)
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
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