- Review quality, performance, audit reports, analyze complaints and recommend corrective measures for process and productivity improvements.

- Enhance customer experience by doing RCA on complaints & recommending automation

- Exposure in handling business units managing B2C and B2B merchant networks.

- Develops processes, training content, SOP's, campaign FAQ'+s, scripts & process documents.

- Guide the work structure and workflow, standardize procedures to improve operational efficiency and effectiveness

- Work closely with multiple stakeholders to ensure the customer care team is fully equipped to manage queries.

- Work with IT and product teams to roll out new CRM's.

- Manage service and performance level agreements as per the business requirement.

- Ensure Voice of Customer/Net Promoter score surveys are rolled out and the targets are met.

- Should have managed outsourced operations suppliers / call center vendors.

- Delivers regular reporting on all operations areas and works as a single point of contact for the e-care team

- Graduate in any faculty

- 8 years- experience in customer care operations, at least 3 years in a supervisory position.

- Should have exposure on managing customer queries via calls, emails and chat.

- Should be able to work on Visio to create process flow charts.

- Well versed with creating process documents and training content.

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