• Stanza Living - Business Process Lead - Design - CX Jobs in Delhi Ncr - 24944005

  • Stanza Living
  • Save Job
  • 4 - 12 Years
  • Posted : above 1 month

Job Description:

- 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

Profile Summary:

Employment Type : Full Time
Functional Area : ITES / BPO / KPO / Customer Service / Operations
Salary : Not Mentioned
Deadline : 06th May 2020

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