Manager - Premium Customer Operations - Call Center

Location : Noida (Delhi NCR)

Department: Customer Operations - Premium Customers

Reporting To: Business Head - Catalog Production

Experience: 3-5 Years

Job Summary: Person has to ensure the quality of catalog production operations and improve the processes continuously by deep diving into trends and applying process improvement techniques for Customer delight.

Tasks :

- Workflow management to ensure continuous throughput and improvement in quality of operations

- SOP creation, training and communication to team

- Preparing Plan of Action by regular audits of the performance/ SOP adherence

- Meeting stakeholders and ensuring all bottlenecks are captured and cleared

- Cost management by improving processes and building efficiency

Managing relationships with call center point of contacts and vendors to ensure SLAs

Skill Sets : Excellent verbal, written communication and presentation skills , Competency in MS Office especially Excel & PPT , Must understand technology know how

Soft Skills : Analytics driven thought process, Strong Ownership, Multi-Tasking

Note : Candidate should have 65% min. in his/her 10th and 12th