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15/09 Radhika Vijay
Account Manager at Cynosure Corporate Solutions

Views:308 Applications:75 Rec. Actions:Recruiter Actions:6

Specialist - Customer Service Transformation - Contact Centre (8-20 yrs)

Pune/Mumbai Job Code: 978804

Role Purpose To support in CS Transformation projects and activities

Key Responsibilities:

- Perform central support to CS operations in countries (UK, DE, FR, NL, DK).

- Be the point of escalation for contact center issues and performance related matters.

- Provide timely, analyzed consolidated CS performance report on a weekly and monthly basis.

- Contribute to the implementation CS projects relating to performance improvement and new initiatives.

- Ensure effective and consistent communication throughout the team for optimal operational effectiveness.

- Identify and instill best practice, processes and systems and drive continuous improvement environment.

Skills and Experience:

- Proven management experience of contact centre environments of a similar size and industry; ideally global

- Knowledge of performance evaluation and customer service metrics; preferably with COPC background

- Strong analytical skills

- Firm understanding of reporting and budgeting procedures

- Exceptional communication and interpersonal skills

- Excellent organizational and leadership skills with problem-solving ability

- Ability to think strategically

- Able to multi task in a fast paced and high pressure environment

Women-friendly workplace:

Maternity and Paternity Benefits

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