Key Skills 

Experience in customer facing role, managing CSAT, leading the team, customer SLA
adherence, RCA, Create and implement strategy for best-in-class service delivery

Job Description: 

• Operations: Drive operational improvements for contact center operations, improving operational effectiveness, quality, and performance against SLAs, and measuring progress against business goals.
• Team management: Manage high performance teams Improve organizational efficiencies and build scalable business processe. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business.
• Client Satisfaction: Ensure client satisfaction. Become Voice of the Customer Establish strong relationships with clients.
• Account Management: Cross Selling / Upselling
• Domain Knowledge : Finance / SCM in any ERP application support experience.

Behavioral Competencies: 

• Strong customer service orientation and client management skills.
• Proven track record of building strong relationships with stakeholders.
• Excellent communication, negotiation and conflict management skills.
• Analytical acumen and the ability to streamline complex processes.
• Excellent written & verbal Communication Skills.
• Leadership collaboration.
• Analytical skills.
• Financial business acumen.
• Strong supervisory and leadership skills.
• Strong background in leading customer excellence teams in ERP Industry.

Education: MBA/PG Degree

Work Location: Mumbai

Interested candidate, please share your resume at rheena.mulla@envecon.com