Sign in

Manager Customer care Operations & Service Delivery_Tidel park,CBE

Company:
Corpuslabs Solutions
Location:
Coimbatore, Tamil Nadu, India
Salary:
As per the industry standards
Posted:
April 24, 2017
Description:

Job title - Manager – Customer care Operations & Service Delivery

Experience - 2 to 5+ years is required

Job location - Tidel park, Coimbatore

** Preferably a male candidate located in and around coimbatore**

** Immediate joiners preferred**

** Age limit - not more than 37**

Job Description

As the Manager – Customer care Operations & Service Delivery, you will manage overall customer care operations,Project management and

service delivery for a specific site. You have a strong customer-centric focus and have the ability to quickly understand customer expectations and efficiently translate to operations.

As an operational Manager, you will continuously work with other operational support departments to ensure continuous improvements in productivity, capacity utilization, efficiency and quality while keeping overall optimal required resources.

Responsibilities

Operations & Project Management

Oversee and coordinate operational issues

Work with operational support departments to ensure continuous improvement in productivity, capacity utilization, efficiency and quality

Determine and assess need for additional resources and make appropriate recruitment depending on the sales projections

Set and continuously manage project expectations with Sr. Operations Manager

Delegate tasks and responsibilities to appropriate personnel to ensure completion

Plan and schedule project timelines and milestones.Track project milestones and deliverables

Identify and manage project dependencies and critical path

Responsible for end to end project management.

Proactively manage changes in project scope, identify potential crises, and devise contingency plans

Publish operation dashboards by daily / weekly / monthly.

Client Management

Serve as the escalation point for all client related issues and concerns

Derive the right solution for problem customers and follow through to customer

satisfaction

Interface with clients frequently and maintain an excellent relationship with them

Daily should have meeting with customer care team and discuss about the collection plan.

Customer care department is cost center and should generate the review based on the collection every month

Make sure to Collect the AMC (Annual Maintenance Contract) from the client and make revenue generation accordingly.

Convince and convert the new and existing client to take up the AMC for better service.

Ensure to provide the AMC for all the clients.

Team Management

Manage a team of Customer service.

Identify and resolve issues and conflicts within the team members

Develop strong inter-personal relationships with the team

Coach, counsel and train team members

Develop an environment that provides motivation and development opportunities for the team

Introduce initiatives for team development

Support and develop direct reports in their work

Determine the escalation matrices and updates as appropriate within her or his functional area of responsibility

Ensure that the team members go through the minimal hours of training

Reports Management

Manage and maintain service delivery dashboard and responsible for distribution of reports

You must have a strong customer focus

Maintain the New AMC and Existing AMC report.

Collect all the Daily / Weekly / Monthly report from the team members and consolidate it & present it during the review meeting every month without fail.

Outstanding communication skills

Highly organized, self-motivated, multi-tasking

Have a passion for creating customer satisfaction

Project Management & Project Profitability Analysis

Presentation & Reporting Skills

Experience / Education

Any computer science graduation with Diploma / Certification in Management would be preferable.

Experience of 6+ years with minimum of 2+ years in handling the customer care operations.

Experience in relevant industry with Product based / Service oriented company knowledge is preferred

Experience in supporting and managing overseas customer accounts.

If Interested, Please send your details in below mentioned format with updated word format resume to hr (at) corpuslabs (dot) com. so that i can give a call and have a discussion.

Full Name :

Date of Birth :

Personal Mob no:

Email id:

Alternate number:

Total Experience :

Relevant Experience:

Current Company name :

Current Work Location :

Ready to Relocate to Coimbatore : Yes / No -

Current CTC:

Expected CTC :

Notice Period ( Immediate/MAX 7 - 15 Days) MUST:

Education Qualification details and year of pass out:

Note:

We are looking for the candidate who are local and ready to relocate to Coimbatore is preferred.

Preferably a male candidate located in and around coimbatore

People who can ready to join with us with short notice is preferred.

Fresher please excuse us at this moment.

Salary as per the industry standards.No phone call please.

Shortlisted candidates are called upon for an interview.