• Customer Service Manager Jobs in Ahmedabad,India - 25180545

  • Atlantic oil

Job Description:

As a Customer Service Manager, you are accountable for the optimization of the services delivered by one of the oil and gas in Manitoba Pacific Regional Customer Service You are responsible for the performance of your theatre and BPO vendor You will represent your theatre in the regional and global team to ensure the theatre perspectives are accounted for in the business transformation

• Lead theatre partner concerns E2E by dedicated monitoring and upon request as a customer concern point of contact for sales and partners/distributors

• Be responsible for the delivery performance of the BPO vendor and theater performance of the Global Back Office Responsible for meeting targets on a defined set of key business metrics

• Lead regular monthly operations reviews with managers and regional operation on performance metrics Perform root cause analysis on persistent overall performance and process related issues

• Engage with theatre partners, such as Sales, Partners and Regional Operations, to understand business needs and challenges

• Collaborate with IT, Manufacturing, Logistics and cross functional teams to address theatre requirements, and process, tool or policy issues

• Drive operational excellence by leading specific focus areas, initiatives and projects

• Dedicatedly monitor day to day and weekly performance of front office and back office teams and take necessary actions to improve process and customer experience, review address and stay vigilant on CSAT and feedback

• Accountable for managing assigned projects, customer happiness and issue resolution

• Support Top Deals for the theatre and dedicatedly monitor execution, unbooked orders and holds, drive weekly, Month/QE coverage and support towards the theatre along with Regional Operations, engage with commit leads to prioritize key orders and complexities related to deals and orders

• Coach front office agents, update and track knowledge articles, manage feedback - ensure feedback loop into vendor training and quality teams to ensure common issues are addressed across all of our vendor community

• Assist with the management of BPO workforce and business planning

• Analyze theater data to share business intelligence and improvement opportunities to drive digitization and transformation projects with change management


Who You Are

• BA/BS degree or equivalent plus 3-5 years operations experience

• Strong problem-solving skills and problem solving skills

• Ability to use data to identity issues and opportunities

• Effective communication (both written and verbal) and influencing skills

• Ability to nurture improvements and work effectively as part of a team

• Excellent project management abilities

• Drive process performance and Six Sigma initiatives

• Comfortable managing through interpersonal change management

• Skilled with interpersonal governance

• Strong eye for business

• Collaborative and professional attitude toward peers/vendors

• Patient and pragmatic under pressure

Desired Skills

• General knowledge of outsourcing Vendor management experience is a plus

• 1-2 years of Process Improvement experience – such as DMAIC, Lean, or Six Sigma

• Project Management Skills - PMP

• Advanced skills in Visio, PowerPoint, and Excel

• Experience with Pega Business Process Automation – Platform, Customer Service, Workforce Intelligence, and Robotic Automation in particular are a plus

• Experience ideally includes process improvements and operations management

• Demonstrated leadership in resolving customer issues

• Industry/Technical/Business knowledge

• Skilled negotiator between internal third parties

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Petroleum/Oil and Gas/Power, Projects/Infrastructure/Power/Energy
Functional Area : Corporate Planning/Consulting/Strategy, Front Office Staff/Secretarial/Computer Operator
Role : Business Analysis, Corporate Planning/Strategy, Persona
Salary : Rs 1.90 - 6.95 Lacs p.a.
Deadline : 20th May 2020

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