Consultant at LeadHire
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Senior Director - Escalation - eCommerce/Logistics/Courier Business (9-15 yrs)
Senior Director - Escalation
- Sr. Director role for ticketing and escalation with about 9+ years of experience in Ecommerce or Logistics/Courier company.
- Director - Ticketing and escalations will lead, build and scale all operational processes of logistics operations. (Contact Centre, Email and other toll used internally)
- Solving logistics and supply chain challenges for our shippers
- Working with product development, customer support/success and sales closely to drive product and business strategy
- Driving important logistics SLAs - Pickup, Delivery, RTO, NDR, COD payment etc for all courier companies, driving the same through process and product improvement.
- Reducing RTO% for clients through innovation in process and product
- Escalation management L1, L2 and L3.
- Creating process and SLA for escalation management.
- Handle large call and email volume.
- Manage B2B and B2C customer escalations.
- Logistics client
- Great people skills to closely work with other teams.
- Strong in establishing systems & processes
- Thorough in Object oriented concepts
- Excellent problem solving
- Can do attitude