Customer Care Hub Manager - Mumbai(Lower parel)

One Story

0 years

25 - 26 Lacs

mumbai metropolitan region

Posted:1 month ago| Platform:

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Skills Required

leadership management metrics service efficiency data dashboard drive communication engagement planning reports risk react resolve strategies

Work Mode

On-site

Job Type

Full Time

Job Description

Operational Leadership

Overall management of the Customer Contact operations of the CCD BOM Hub in a 24x7 environment.
Lead employees to ensure operational performance metrics, service and quality standards and revenue targets are met.
Continually monitor and evaluate performance and efficiency through collecting, analysing and summarising data, reviewing trends and feedback to ensure customer service and quality standards are met.
Continuously monitor the operational dashboard and take immediate corrective actions to improve service levels.
Engage the team to drive up sales opportunities during customer contact.
Ensure that the operation is resourced at the optimal level to achieve departmental objectives, be responsible for roster management.
Provide frequent open communication with all team members to drive employee engagement and awareness of changes, promotions, etc.
Contribute to the strategic planning for the CCD and promote and implement agreed changes.
Build and maintain strong cross-departmental relationships and communications locally, regionally and globally.
Ensure Revenue, service, operational and budget KPIs are met.
Align all team members by transforming CCD sales and service level targets into initiatives and individual performance goals.
Review daily reports and monitor the performance of teams taking timely corrective actions.
Ensure nil operational risk breaches, and if a breach does occur, react swiftly and decisively to close.

Process improvement and efficiency

Drive continuous improvement to enhance productivity and quality.
Maintain and improve operations and service delivery through initiatives including

LEAN.

Identify and resolve issues and make appropriate changes as well as recommend

additions/adjustments to Corporate Standard Operating Procedures.

Ensure recommendations put forward are well thought out, analysed and validated.
Plan and execute change management strategies for the adoption of new

technologies and online interactions.
Skills: customer contact,hub manager,customer,ccd,revenue

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