
Sr. Specialist – Customer Service Operations
3 weeks ago
Sr. Specialist – Customer Service Operations (CS OPS)
Location: Gurgaon, India
Function: Consumer Experience
Experience : 3-6 Years
Role Purpose: As a Sr. Specialist CS OPS at adidas, you will ensure a premium customer service experience across eCom and retail channels. You will manage BPO/vendor operations, drive KPI performance, and support efficiency, quality, and membership-first initiatives.
What We're Looking For
Experience
- 3+ years in Customer Service (BPO / Contact Center Operations)
- Proven track record in vendor management and operational excellence
- Exposure to Retail, eCommerce, or Digital consumer service environments
- Experience managing multi-country or complex CS processes
KPI Understanding
- Strong knowledge of Customer Service KPIs such as:
- NPS (Net Promoter Score) – measuring consumer satisfaction & loyalty
- AHT (Average Handling Time) – measuring case handling efficiency
- CSAT, FCR, Service Levels (good to have)
- Ability to analyze performance metrics and drive improvements
Knowledge
- Solid understanding of budget management
- Benefits: control costs, improve ROI, enable growth
- Risks: overspending = reduced profitability; under-spending = poor service quality
- Strong grasp of process optimization & continuous improvement
Tools & Systems
- Hands-on experience with CRM platforms:
- Salesforce (preferred)
- Zendesk, Oracle, or similar CRMs
- Familiarity with reporting tools like Profit, Leonardo, Gendex
- High proficiency in Excel & reporting dashboards
Soft Skills
- Results-driven with strong problem-solving & risk management abilities
- Excellent stakeholder & vendor management skills
- Ability to adapt quickly in a dynamic environment
- Strong communication skills in English (verbal & written)
Key Responsibilities
- Ensure a premium CS experience across all channels in Emerging Markets
- Manage BPO/vendor operations: drive targets, align processes, and act as first escalation point
- Monitor KPIs: NPS, AHT, case backlogs, service levels, and quality standards
- Lead business reviews with vendors (monthly/quarterly/annual)
- Optimize processes and implement rollouts/new functionalities across regions
- Manage and support budget planning & cost efficiency
- Drive continuous improvement initiatives and hold vendors accountable
- Support people management by guiding vendor team structures & workload efficiency
Minimum Qualifications
- Bachelor's degree in Business, Communication, or related field (or equivalent experience)
- 3+ years of experience in Contact Vendor Management within Retail, Digital, or eCom
- Expert knowledge in Consumer Service operations
- Strong project management & reporting experience
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