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08/03 Dileep M
Director at Right Track Corporate Service

Views:2825 Applications:137 Rec. Actions:Recruiter Actions:21

Manager - Customer Experience/NPS - BPO/ITeS (4-9 yrs)

Anywhere in India/Multiple Locations Job Code: 673073

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

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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