Spinny - Associate Program Manager - Social Media Escalations

Job Summary

- Meet and Sustain all KRAs based on the organizational requirements through process reengineering and efficiency analysis

- Periodically revisit process flows and recommend course corrections as applicable

- Facilitate and implement process improvement ideas to improve overall process efficiency and customer experience

- Liaise with various departments within Spinny to gain support on Customer escalations and resolve operational issues

- Identify and implement training & development needs of Team Leads and Teams

- Conducting Performance Appraisal for the teams

- Effectively implement and drive RNR and Incentive program

- Drive Quality and Customer experience culture across teams

- Identify, Drive and Foster Process Improvements and Customer Experience

- Effective resource planning for the teams

- Facilitate Weekly, Monthly and Quarterly review meetings with team members

- Prepare Weekly/Monthly/Quarterly Reports on the performance of self, team and process

- Ensuring accurate and timely reporting of process performance to all stakeholders

- Oversee the forecasting and scheduling function, which determines service representative staffing requirements and establish deployment schedules

- Participate in the recruitment process for Operations teams

- Implement training modules to improve process knowledge and soft skills of the teams

Key Requirements

- 2 -5 years of experience after graduation preferably in a Startup in a similar scope role

- Excellent understanding of Contact center Operational metrics

- Prior experience in managing Escalation team

- Experience in Handling Social Media escalations/Complaints is a must have

- Experience in diving process improvement/ Process excellence to minimize escalations

- Understanding statistical data analysis techniques, visualization & creating scenario-based modeling in excel

- Excellent relationship management capability, experience in closely working with cross-functional teams

- Drive for results, go-getter attitude & experience in people management current role - should be the managing team in his/her current role

- Excellent written & verbal communication & presentation skills.

- Proficient in MS Office specifically working in spreadsheets.