Licious - Assistant Manager- Customer Experience (5-8 yrs)
- Will be responsible for setting the vision and direction of teams at Customer Service/Contact Centre.
- Should be extremely analytical and data-oriented in terms of understanding the correct metrics to measure the efficacy of customer care function across channels and optimize the right metrics.
- Own the Voice of Customer across Customer Groups and touch points.
- Represent and implement initiatives in streamlining customer experience across products, business functions and customer touch points.
- Commission and coordinate consumer research and competition review to map customer insights w.r.t customer experience.
- Analyze complaints from different touch points and implement solutions to reduce the same on an ongoing basis.
- Ability to understand and analyze processes, customer journeys across different product and functions
- Experience of driving quality management systems to improve effectiveness in teams/ processes
- Understanding of key levers to manage operations - trackers, delegation metrics, exceptions trackers, skill gap specific training, CSAT, NPS, etc.
Required Skill:
- Post Graduate from Premier college with 2 -5 years of Experience in Operations intensive role OR any other Post Graduate Professional with work experience anywhere between 7 to 10 years from industry is a must
- High level of analytical and problem-solving skills
- Experience of leading a large team is a must-
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