Scapia - Manager - CX Operations

2 weeks ago

Bengaluru, India Scapia Full time

Scapia - Manager - CX Operations (8-15 yrs)About the Role:As a CX Operations Manager, you will be responsible for overseeing the day-to-day activities of a business or organization to ensure its smooth functioning. You will coordinate effectively between multiple internal and external teams and ensure governance of processes.Key Responsibilities:Operational Management:- Oversee and manage daily operations for respective categories to ensure the seamless execution of activities- Take ownership of day-to-day operational tasks, ensuring efficient workflow and timely resolution of issues- Ensure daily/weekly data analysis and reporting of performance and insights.- Own breach metrics for the respective categories and ensure that the defined goals are metTeam Collaboration and Coordination:- Collaborate closely with internal and external teams to ensure smooth process execution and effective customer issue resolution- Work with the Design team to showcase the number of customer contacts to internal stakeholders on key issues to get them prioritized.- Work with the design team on new process changes and ensure SOPs are updated regularly.- Maintain open communication with leaders to escalate and seek timely support for resolving any pending customer issuesCustomer Escalations and Resolution:- Work with the internal and external stakeholders to resolve escalated cases within agreed service-level agreements (SLAs).- Take full ownership of resolving customer issues with the highest priority.- Work with the design team to do RCAs on critical escalations and take corrective actions to avoid such escalations in the futureProcess Improvement and Feedback:- Monitor daily activities to identify process gaps and collaborate with the internal CX team to mitigate them- Suggest changes to existing SOPs and Ops processes to increase efficiency and reduce errorsSkills & Qualifications:- 6 - 8+ years of overall experience in a corporate or business environment, with a minimum of 4 - 5 years in a supervisory role overseeing small to mid-scale operations.- Experience in the Travel and Credit Cards sector is a plus.- Exceptional customer service abilities.- Strong written and verbal communication skills, with the capability to convey complex concepts clearly and concisely.- Ability to work independently as well as collaboratively with cross-functional teams.- Proficiency in data analysis, trend identification, and basic tools such as Excel, Word, and PowerPoint, along with a solid understanding of tools and technology used by the Customer Experience team.- Excellent project management and organizational skills, with the ability to handle multiple projects and meet deadlines.- Strong time management skills, with the ability to prioritize tasks effectively.- Effective problem-solving skills, including troubleshooting operational issues and optimizing processes and workflows. (ref:iimjobs.com)

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