Senior Manager- Customer Service
- Genpact India
- 1 to 4 Yrs
- Hyderabad
- 5 years ago
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Job Description
* With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world s biggest brands and we have fun doing it. Now, we re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us. Inviting applications for the role of Senior Manager, Customer Service We re looking for someone with strong work ethic, and the ability to work well both independently and within the context of a larger collaborative environment. This is a phenomenal opportunity for Business analyst to work in a complex & challenging environment. The group is fast-growing to cater for the growing number of varied and exciting projects resulting in increased sales. The role includes running of requirements gathering workshops with customers, analyzing and capturing requirements, and documenting requirements. Responsibilities- Provide resolution to maintain standards of quality
- Proactively resolve people issues and ensure that attrition is well below the defined target
- Leading operations and spearheading processes for excelling business targets for the Business Unit
- Meet all people management metrics: Responsible for Attrition, Manpower requirement, Capacity planning, Utilization and Scheduling, Efficiency per person, Monitoring, Time Management, Seat Utilization, Statement of Work, Business Continuity Plan, Reports, Dashboards, other deliverables as required
- Driving quality initiatives to bring continuous improvements
- Develop and implement measurement systems and provide insightful analytics around the metrics.
- Deep technical expertise and data orientation in controllership, Management Information System and Service delivery
- Communicate with the customer on a regular basis to discuss operational issues and CTQ delivery, raise issues & build relationship, understand customer issues proactively, fix to get the delight factor
- Will independently collaborate with the customers to understand expectations, accordingly assign team members to the project basis skill set required, define timelines/deliverables and take key decisions with regards to project management. This requires attending meetings with senior management of the client to understand their business objectives, assignment mandate etc.
- Coach & mentor people Motivating team with excellent people touch
- Efficiency and Process Transformation commitment and upstream improvement opportunities using Lean Six Sigma
- Reconciliations of client reports
- Leading calls with clients and other business functions
- Running of projects independently
- Preparation of dashboards and ability to understand current Business processes and suggest improvements Key for details
- Any graduate
- Post Graduate degree or equivalent with an excellent academic record
- Relevant experience in a BPO/KPO
- Should have handled a team of 80 to 100 people
- Customer Management exposure and good presentation skills is a must
- Excellent Analytical & Interpersonal skills
- Preferably the candidates prior experience in Internet based accounts and Customer service industry
- Ability to do root-cause analysis for process gaps highlighted
- Excellent interpersonal & Management skill
- LEAN/Six Sigma Trained, Tested and Certified (preferred)
- Leading calls with Clients/ other business functions Independently
- Proficient with MS Excel, MS Word, MS PowerPoint
- Ability to handle pressure - Timelines and Customer Demands
- Reciprocal approach towards resolving the issues with partners & peers/sub-process areas
Employement Category:
Employement Type: Full timeIndustry: IT - SoftwareRole Category: Sales / BDFunctional Area: Not ApplicableRole/Responsibilies: Senior Manager- Customer ServiceContact Details:
Company: Genpact IndiaLocation(s): Hyderabad+ View Contact
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Genpact (NYSE: G) is a global professional services firm focused on delivering digital transformation for our clients, putting digital and data to work to create competitive advantage. We do this by integrating lean principles, design thinking, analytics and digital technologies with our domain and ...
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