10 - 17 years
15 - 20 Lacs
Posted:1 month ago|
Platform:
Work from Office
Full Time
Role & responsibilities Providing Necessary Technical Leadership at Account level Driving and Implementing Changes - Ensuring Process Improvements (Re-engineering) Setting Goals/ KRAs for The Process and for Resources Analyzing and Forecasting Business Trends Followed by Planning for The Same Defining and Understanding Client Requirements and Aligning Processes to Fulfil the Same Handling Client Calls - Daily/ Weekly or as Needed Collecting Data for Billing Purposes - Number of Transactions, Production Man Hours Etc. Reviewing and Analyzing Process Metrics for All Processes In The Account Creating and Presenting SMRs Every Month Creating and Sending Monthly Reports to Senior Management Signing Off Daily Dashboards Resource Estimation/ Planning On a Regular Basis Developing Retention Strategies Conducting Skip Level Meetings Ensuring QMS Compliance for All Processes Handled - Following of Quality Processes Thoroughly - Checklists, Standards Etc. Coordinating Billing Activities with Finance Department Creating And Updating The Process Plan Preferred candidate profile Minimum 10 years of industry experience Hands-on experience with ORM (Online reputation Management) Minimum 2+years experience of leading a Complaints Management Desk / L3 in an International Contact Centre Demonstrated ability to understand staffing, process efficiencies, and goal achievement while managing contact center cost Should have exhibited excellent problem solving, critical thinking and communication skills, a detail-oriented personality, and a collaborative spirit. Proven demonstration of ability to work with diverse team members and manage multiple and competing priorities Experience required with inbound/outbound contacts and back office preferred - experience integrating multiple channels into a service model. Perks and benefits GLIP, Mediclaim
Hexaware Technologies
Upload Resume
Drag or click to upload
Your data is secure with us, protected by advanced encryption.
Practice Video Interview with JobPe AI
Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.
We have sent an OTP to your contact. Please enter it below to verify.
Instantly access job listings, apply easily, and track applications.
IT Services and IT Consulting
10001 Employees
372 Jobs
Key People
Mumbai, Navi Mumbai
15.0 - 20.0 Lacs P.A.
7.0 - 10.0 Lacs P.A.
12.0 - 16.0 Lacs P.A.
5.0 - 9.0 Lacs P.A.
Mumbai, Hyderabad, Bengaluru
10.0 - 15.0 Lacs P.A.
12.0 - 22.0 Lacs P.A.
15.0 - 25.0 Lacs P.A.
25.0 - 40.0 Lacs P.A.
Hyderabad
7.0 - 17.0 Lacs P.A.
10.0 - 14.0 Lacs P.A.
