5.0 - 9.0 years

0 Lacs

karnataka

On-site

As a member of the Design team, you will be at the forefront of driving all Customer Experience (CX) initiatives and owning key metrics such as NPS, Automation, and CSAT. Your role will involve the following key responsibilities: - Process Design: You will be responsible for building scalable and repeatable playbooks, designing SOPs, SLAs, quality metrics, and agent training systems. - Expertise in CX tools: Your experience in managing CRM, IVR, Chat, and LMS tools will be crucial for the role. - Customer Experience frameworks: You should excel in designing and improving NPS/CSAT frameworks and running Voice of Customer (VOC) programs. - AI-First Thinking: Understanding how to leverage AI to...

Posted 4 days ago

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Head Customer Service - Bahrain & Jersey Standard Chartered India

10.0 - 14.0 years

0 Lacs

chennai, tamil nadu

On-site

Role Overview: As a strategic leader in the unit aligned with the global WRB and contact center strategy, your role involves providing guidance and direction to ensure the delivery of inbound tele-service, tele-sales, and governance across products and segments. Key Responsibilities: - Manage teams/COE to achieve key performance metrics and guide team leads in meeting business goals effectively. - Supervise the team to ensure consistent delivery of customer delight, meeting KPI targets, and maintaining unit costs within acceptable limits. - Handle escalations, track accuracy and timely MI, and manage cost and resource allocation. - Develop initiatives and system changes to enhance customer u...

Posted 1 week ago

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Head Customer Service Standard Chartered India

10.0 - 14.0 years

0 Lacs

chennai, tamil nadu

On-site

Role Overview: As a Strategic Unit Manager at Standard Chartered, you will be responsible for providing strategic direction, guidance, and leadership to ensure the formulation and performance of a unit that aligns with the overall global WRB and contact center strategy. Your role will involve managing inbound tele-service, tele-sales, and governance across products and segments. Key Responsibilities: - Manage teams/COE to deliver on key performance metrics, encouraging, empowering, and guiding team leads to achieve business goals. - Supervise the team to ensure consistent delivery of customer delight and resolution of queries or problems. - Focus on meeting KPI targets and maintaining the co...

Posted 2 weeks ago

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Head of Operations & Analytics Warpfy

5.0 - 9.0 years

0 Lacs

haryana

On-site

As the Head of Operations & Analytics for a fast-growing cross-border eCommerce & Retail brand based in India, you will play a crucial role in taking our operations, analytics, and profitability to the next level. You will have the opportunity to lead a team and drive data-backed decision-making to optimize pricing, operations, and customer experience across multiple markets. In this role, you will be responsible for owning the P&L and taking end-to-end ownership of people. You will act as a mini GM/CEO, overseeing pricing strategy to maximize profitability in the US, Australia, and Canada markets. Additionally, you will manage operations and logistics, including fulfillment and supplier coo...

Posted 4 weeks ago

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Director - Customer Support Zycus

10.0 - 14.0 years

0 Lacs

maharashtra

On-site

The Merlin Intake Agent offers business users unparalleled ease of use, increasing adoption rates and significantly reducing non-compliant spending. For procurement teams, the Merlin Autonomous Negotiation Agent handles tail spend autonomously, securing additional savings; the Merlin Contract Agent helps draft compliant contracts and reduces risks by actively monitoring them; and the Merlin AP Agent further enhances efficiency by automating invoice processing with exceptional speed and accuracy. We are an equal opportunity employer. As Zycus expands its North American customer footprint and matures its organization, we are seeking a strategic, customer-focused Director of Customer Support to...

Posted 1 month ago

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