Job Summary
Responsible for delivering high-quality customer service by managing customer interactions across multiple channels, resolving inquiries efficiently, maintaining accurate documentation, and contributing insights to enhance customer experience and operational effectiveness
Key Responsibilities
• Responsible for the oversight and process management of the team
• Support and provide direction to near-shore and off-shore teams
• Manage client stakeholders and understand their business problem or analytical requirements
• Liaison for LOB Team Leads, Client’s team, other parties to gather information and resolve issues
• Review statistics and performance levels reports on a daily basis and mitigate deficits
• Act as SME; Develop insights and deliver client business impact in terms of revenue increase, operation cost reduction, working capital reduction etc.
• Develop roadmaps and establish KPIs to manage performance and communicate results on client account
Skill Requirements
• Exceptional leadership skills, including the ability to manage through a shared vision and path to success
• Experience in a business process outsourcing environment
• Ability to create, communicate and manage to internal goals and metrics that support operational targets
• Excellent problem solving skills and ability to use good judgment to make decisions
• Possess exceptional people skills enabling effective interaction with internal, external customers, employees, peers, and management in various geographic locations
• Strong time management and organizational skills needed
• 5-10 years Operations management experience