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