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.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.