- Oversee day-to-day operations ensuring that SLAs and KPIs are continually reviewed and met with optimum levels of quality, service delivery and cost - Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets - Provide leadership, development and coaching of team leaders and agents. - Contribute to the design and implementation of Change Programs and Project which impact the contact centre. - Building and maintaining effective internal and external stakeholder relationships - Identifying and instilling best practice, processes, and systems and drive continuous improvement environment. - Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis. - Responsible for defining customer journeys - Collaborates with all functions to integrate and execute the right processes, technology, and people to deliver an optimal customer experience - Shares responsibility for NPS goals

Delhi NCR

Gurgaon/Gurugram

Stanza Living - Business Process Lead - Design - CX 

Stanza Living - Business Process Lead - Design - CX  ,Job Description for Stanza Living - Business Process Lead - Design - CX  in Stanza Living in  Delhi NCR Gurgaon/Gurugram for (4-12) years of experience. Apply Now!

Job Description for Stanza Living - Business Process Lead - Design - CX  in Stanza Living in  Delhi NCR Gurgaon/Gurugram for (4-12) years of experience. Apply Now!