Manager- Customer Experience/NPS/process Excellence/project Management
Manager- Customer Experience/NPS/process Excellence/project Management
Aabhash
May 31, 2019
1532
0
Manager- Customer Experience/nps/process Excellence/project Management
6 - 10 yrs
Job Description
- Manager - Customer Experience/NPS/Process Excellence/ Project Management - Six Sigma CertifiedJob Description -
We are looking for someone who will focus on the end-to-end customer journey, focus on the pain points / areas of improvement and solve for reducing overall customer effort across touch points
The projects identified would be cross-functional and it is essential that the person has strong analytical skills to spot trends in data; conceptual & problem-solving skills must excel at cross-functional collaboration and communicate well
Must have a bias for action and exploring alternatives
KPIs :
- Focus on improving key customer satisfaction metrics like NPS and Service quality
- Drive implementation of identified cross functional initiatives through a mix of projects and small improvements
- Build departmental objectives for team, devising KPIs for team members & track progress against both, taking corrective steps wherever necessary
- Demonstrate innovation in quality methodology & processes
- Drive adherence to all the processes defined to match business requirements
- Strong problem solving and trouble shooting skills and an ability to come up with creative solutions to impossible-to-solve problems
- Own overall relationship with customers and partners, customer experience and facilitate organic growth
- Establish yourself and the team as a trusted/strategic advisor for all customers/partners and drive continued value for our products & services
- Take ownership of customers issues and resolution
- Focus on customer needs/issues cross-departmentally
- Recruit, mentor and develop a strong team and nurture an environment where they can excel through encouragement and empowerment
- Work with Management to establish critical goals, or other key performance indicators and aid in achieving organizations goals
- Design and develop operational controls and metrics to ensure that the results match the desired outcomes. Constantly keeping track of customer satisfaction and improvising to reach new highs.
- Control resources and utilise assets to achieve qualitative and quantitative targets.
Salary: Not Disclosed by Recruiter
Industry:IT-Software, Software Services
Functional Area:ITES , BPO , KPO , LPO , Customer Service , Operations
Role Category:Operations
Role:Operations Manager
Employment Type:Permanent Job, Full Time
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