Manager Command Centre High Value - Manager (Job code: JB00043007)

7 more candidate(s) also applied for this job.

Posted on - 11/01/2017

 
  • Key Skills:
    Candidate should have MBA,Job experience in Relevant industry.
    Industry:
    CRM / CallCentres / BPO / ITES / Med.Trans, Telecom
  • Functional Area:
    Customer Service / Telecalling / Backend
    Functional Specialization:
    NA
  • Qualification:
    MBA / PGDBM
    Qualification Specialization:
    NA
  • Location:
    Mumbai
  • Experience:
    10 - 12 yrs.
  • Yearly Salary:
    Negotiable
 

JOB DESCRIPTION :

Job Title:

Job Title:  Manager Command Centre High Value - Manager



Qualification:  MBA

Please mention minimum grade/percentage, if over and above organizational guidelines, as well as names of institutes, if applicable)



Experience :   Must Have 10-12 years.

Job Description:

Reporting to : Lead - Command Centre

Job Mandate:

This person is responsible for supporting Lead – Command Centre inmanaging Command Centre operations. Command Centre will monitor all key customer & process SLAs real-time and escalate issues to respective teams for immediate resolution.

Key Responsibilities :

  • Overall responsibility for real-time monitoring of customer SLAs for all CS operations
  • Ensure immediate resolution of all customer impacting issues through escalations to respective teams and functions
  • Identify and validate key customer and process KPIs/SLAs/TATs to be monitored
  • Prepare Business rule for the processes.
  • Define threshold levels for each identified KPI/SLA/TAT to raise service escalations
  • Ensure service escalations are raised to the appropriate teams
  • Design configurable dash-boards and reports
  • High-light recurrent issues to be taken up by designated CS leaders
Continuous improvement and innovation for Command Centre operations

Knowledge & Skills

Operations management

Analytical abilities

Customer experience / Customer service

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Qualification:  MBA

Please mention minimum grade/percentage, if over and above organizational guidelines, as well as names of institutes, if applicable)

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